Today we are introducing DNC Help Desk, a help desk for teams that support Oracle E-Business Suite and the people who use it. It is built on Oracle APEX and Oracle Autonomous Database in Oracle Cloud Infrastructure, and it is the help desk David Norton Consulting runs its own client support on.
Why we built it
Our own client support used to run on low-cost, third-party WordPress plugins. Each plugin came from a different vendor, every update was a change we didn’t control, and the whole setup was only as strong as its weakest add-on. Our clients trust us with access to their Oracle systems, so we wanted security designed in, not bolted on.
So we moved our support to Oracle Cloud Infrastructure, for security and reliability. Tickets live in Oracle Autonomous Database, which Oracle patches and backs up automatically. Row-level security keeps each client’s data apart in the database itself, not just on the screen. People sign in with Microsoft Entra ID and multi-factor authentication. The result is a help desk that fits how Oracle support teams actually work, on the same platform as the systems they support.
What it does today
- Email and web tickets. Customers open and update tickets by email or through the web portal, including from a phone.
- Each client kept to its own work. Every company is its own tenant, and row-level security in the database keeps each tenant’s data apart. Customers see their own tickets; customer managers see their organization’s.
- Internal notes. Staff can reply to the customer or add a staff-only note in the same conversation.
- SLAs and status reports. SLA targets by priority, the SLA state on each ticket, a monthly SLA report, and a per-customer “open items” report built live from the tickets. AI drafts each ticket’s summary for staff to review, and reports publish to the customer’s SharePoint site.
- A record of every change. Full history on every ticket, links between related tickets, and outside references such as ServiceNow incident numbers.
- A connector for AI assistants and other systems. The DNC Help Desk connector lets AI assistants and other tools find tickets, read conversations and add notes, with Microsoft Entra ID sign-in.
- Microsoft Entra ID single sign-on with multi-factor authentication, so people use their existing Microsoft 365 work accounts.
See it working
We run demos on a made-up organization, “Vision Enterprises”, so you can see exactly what your agents and your customers would see. Book a 30-minute demo on the DNC Help Desk page, email sales@davidnortonconsulting.com, or call +1 207 741 8291.
Oracle, APEX and Autonomous Database are trademarks of Oracle and/or its affiliates. DNC Help Desk is not endorsed by Oracle. Microsoft and Entra are trademarks of the Microsoft group of companies. ServiceNow is a trademark of ServiceNow, Inc.