Article
Is your HR Help Desk on Redwood?
Jan. 30, 2026 · Authored by Daniel Jensen
Oracle Cloud Redwood User Experience delivers an intuitive and scalable enterprise-grade system, designed to enhance HR, finance, sales and supply chain processes. All Oracle Cloud users are required to migrate to Redwood, a process that, if executed well, allows you to optimize your business processes in the process.
Oracle announced that Oracle Cloud HR Help Desk must transition to Redwood before the 27A update.
Classic HR Help Desk will no longer receive feature enhancements, only security fixes and becomes otherwise unsupported starting in Release 27A. This requirement creates an opportunity to address and optimize current processes and user experiences and move thoughtfully to fully utilize the new Redwood user-centric technology advancements.
HR Help Desk in the Redwood experience
Once migrated, HR Help Desk adopts a refreshed, modern interface aligned with the broader HCM Redwood experience. Redwood also introduces new features to streamline processes and support employees more effectively:
AI assist
This embedded AI provides instant, content-aware responses to HR questions as well as suggesting useful articles with next steps. It provides employees with an automatic guide through common HR tasks to reduce case volume while speeding up resolution times.
Chat
A new chat option provides real-time conversational support for your employees. Working with the AI assist, it can also provide users with automated help before they need to escalate to a live HR agent, if needed.
Case management
A centrally managed component to track and manage employee cases with automatic routing and prioritization. It pulls together all relevant case information, such as interactions and documents to ensure consistent and transparent management of employees’ cases.
Journeys integration
Integrate HR Help Desk with Oracle Journeys to trigger Help Desk cases based on employee journey events, such as onboarding or policy changes. The system also recommends relevant Journeys to guide employees through each step.
Internal Help Desk
This takes the HR Help Desk beyond HR, supporting a framework for IT or finance support, or even general operations, offering a unified support experience across multiple service teams.
