Help desk software for Oracle teams
The help desk for Oracle support teams, built on Oracle APEX.
Email and web tickets, each client kept to its own work, and a record of every change, on the same Oracle Cloud platform you already support.
- Email and web tickets
- Separation enforced in the database
- SLAs and status reports
- Entra ID single sign-on
The problem
Shared mailboxes don’t scale. Generic help desks don’t fit.
Many support teams at mid-size organizations still run on a shared mailbox and a spreadsheet. The alternative is often a general-purpose help desk designed for high-volume consumer support, with channels and add-ons these teams rarely use.
DNC Help Desk was built by David Norton Consulting, an Oracle E-Business Suite, APEX and OCI consultancy, to run its own client support.
With a shared mailbox
- No SLAs and no record of who did what
- No way to keep one client’s requests away from another’s
- Status updates assembled by hand
With DNC Help Desk
- SLA targets by priority and a monthly SLA report
- Each organization sees only its own tickets
- A printable per-customer “open items” report, built live from the tickets
Features
The help desk features support teams actually use.
Everything in this section works in the product today. Planned features are marked Coming soon.
Email in, clean tickets out
Customers open and update tickets by email or the web portal. Signature icons, link-protection wrappers and similar clutter are removed. Admins choose which events send notifications.
One conversation, two audiences
Replies and internal notes in one ticket. Internal notes are never shown to customers. Rich text, pasted pictures, attachments, and search inside a conversation.
Work the queue faster
Sort, search, filter, save views and export. Bulk-update status, assignee, priority or group. Admins set up groups and routing rules.
SLAs you can report on
SLA targets by priority, SLA state on each ticket, and a monthly SLA report.
Status reports for customers
A per-customer “open items” report, built live from the tickets and ready to print.
A record of every change
Full history on every ticket: who changed what, and when. Link related tickets and merge duplicates.
Track outside references
Record ServiceNow incident numbers and other outside references, and add custom fields.
Raise tickets on behalf of others
Staff can log a ticket “On behalf of” a customer, so calls and walk-up requests land in the queue with the right requester.
Dashboards that click through
A home page for each role. Every total opens exactly the tickets it counts. The customer portal works in a phone browser.
For your team
Talk to the customer and to each other, in one place.
- Choose “Internal note (staff only)” and the customer never sees it.
- Status, group, assignee, priority and category on the same page.
- Roles for owners, admins and agents, plus customers and customer managers who see only their own organization.
For your customers
A clear view of their own requests.
- Customers see only their own tickets; customer managers see their organization’s.
- The home page shows what is waiting on them and what is open across their organization.
- Raise a ticket from the web, by email, or from a phone.
Screens
See the product
Real screens from a demo organization. “Vision Enterprises” is made up, and so is its data. Click any screen to enlarge.
For Oracle shops
Your help desk, on the same platform as the systems you support.
For IT, ERP, HR and payroll teams running Oracle E-Business Suite at mid-size organizations, DNC Help Desk keeps support on Oracle, built by people who support Oracle.
Oracle APEX
The whole application is built in Oracle APEX, a platform your Oracle team already knows.
Autonomous Database
Tickets, history and settings live in Oracle Autonomous Database.
Oracle Cloud Infrastructure
Hosted in OCI. Attachments are stored in OCI Object Storage.
Row-level security
Each company is its own tenant, kept apart in the database itself.
Made for EBS support work
- Business-impact priorities and categories such as Finance, with SLA targets by priority.
- Internal notes for setup details and workarounds that customers never see.
- References to outside systems, such as ServiceNow incident numbers.
- “On behalf of” tickets for calls from payroll clerks and project accountants.
- Construction
- Engineering
- Pharmaceuticals
- Energy
- Government
- Nonprofits
Backed by an Oracle consultancy
David Norton Consulting supports Oracle E-Business Suite, APEX and OCI, and built DNC Help Desk to run its own client support.
MSPs and consultancies
Work every client’s tickets from one queue, filter by organization, record each client’s own reference numbers, and hand each client a status report.
Security and platform
Separation enforced in the database, not just the screen.
Separate tenants
Your company gets its own tenant, and row-level security in the database keeps each tenant’s data apart. Inside it, each of your client organizations sees only its own tickets.
Least access inside a tenant
Customers see only their own tickets. Customer managers see their organization’s. Staff see what their role allows.
Strong sign-in
Microsoft Entra ID single sign-on with multi-factor authentication. People use their existing Microsoft 365 work accounts.
Every change recorded
Who changed what, and when, on every ticket. Internal notes are never shown to customers.
Attachments checked and stored in OCI
Files are checked for size and type and stored in OCI Object Storage.
Pricing
Pricing that fits your team.
Pricing depends on the number of agents and how you deploy it. Book a demo and we’ll quote.
Coming soon
Coming soon
Public REST API
Coming soon
Run it in your own Oracle Cloud tenancy
FAQ
Questions buyers ask
What is DNC Help Desk built on?
Oracle APEX on Oracle Autonomous Database, in Oracle Cloud Infrastructure (OCI). DNC owns the code; no third-party help desk product is involved.
How is my data kept separate from other customers?
Each company is its own tenant, and row-level security in the database keeps every tenant’s data apart.
Can my customers see each other’s tickets?
No. A customer sees only their own tickets. A customer manager sees all tickets for their own organization, and no other organization.
How do people sign in?
With Microsoft Entra ID single sign-on and multi-factor authentication, using their existing Microsoft 365 work accounts. DNC Help Desk is built for organizations on Microsoft 365.
Can customers just send an email?
Yes. Customers open and update tickets by email, and clutter such as signature icons and link-protection wrappers is removed. They can also use the web portal, including from a phone.
Do you track SLAs?
Yes. SLA targets are set by priority, each ticket shows its SLA state, and there is a monthly SLA report.
Can I link tickets to ServiceNow or another system?
You can record references to outside systems, such as ServiceNow incident numbers, on each ticket. A public REST API is coming soon.
Where is my data hosted?
In Oracle Cloud Infrastructure, on Oracle Autonomous Database, with attachments in OCI Object Storage.
Can I run it in my own Oracle Cloud tenancy?
Today DNC hosts every tenant. Deployment into your own Oracle Cloud tenancy is coming soon.
Is there a knowledge base or AI assistant?
Not today. A public REST API is planned; ask us about the roadmap.
How do we get started?
Book a demo. DNC then sets up your tenant, organizations, users and Microsoft sign-in, connects your support email, and configures groups, routing, SLA targets and notifications with your admin.
See it with tickets like yours.
Book a 30-minute demo. We’ll walk through a demo organization and show exactly what your agents and your customers see.
- Email sales@davidnortonconsulting.com
- Phone +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. Other names may be trademarks of their respective owners.