Web+Center

4.7
(18)

Web+Center is a suite of open source, web-based help desk applications that run onsite or in the cloud. With access to 100% of the source code, free and affordable licensing, organizations can create the best customized help desk and ticketing solution for their unique business needs for applications such as IT help desk, customer support, asset tracking and facilities management.

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Web+Center Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

84%
(Based on 12 reviews)

Response Automation

Respond to common requests with standard reply

89%
(Based on 14 reviews)

SLA Management

Service Level Agreement Management

Not enough data available

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

85%
(Based on 12 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

86%
(Based on 12 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

83%
(Based on 15 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

86%
(Based on 15 reviews)

Incident Management

Automate Ticket Routing

Routes tickets automatically to the appropriate user.

Not enough data available

Ticket Prioritization

Prioritizes tickets based on factors configured by the user.

Not enough data available

Ticket Notifications

Notifies the IT team when a ticket needs action.

Not enough data available

Knowledge Base

Provides a forum for answers to common questions.

Not enough data available

Knowledge Base/Ticket Integration

Integrates knowledge base articles into a ticket.

Not enough data available

Reporting

Dashboards

Displays important metrics relating to performance.

Not enough data available

Time Tracking

Tracks time worked on a ticket.

Not enough data available

Surveys

Provides surveys to measure employee satisfaction.

Not enough data available

Access & Usability

Mobile

Enables access to service desk features via mobile device.

Not enough data available

Self Service

Enables employees to view the status of their tickets.

Not enough data available

Active Directory

Provides a directory of all users within an organization.

Not enough data available

Multi-Channel Access

Enables access to service desk features through multiple channels such as email, phone, or the portal.

Not enough data available

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

89%
(Based on 12 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

89%
(Based on 10 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

Not enough data available

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Not enough data available

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

Not enough data available

Customer and Contacts Database

Central repository for account and contact information

85%
(Based on 8 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

80%
(Based on 6 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

n/a

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

81%
(Based on 12 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

86%
(Based on 10 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

n/a

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a

Reporting

78%
(Based on 12 reviews)

Dashboards

75%
(Based on 13 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

87%
(Based on 9 reviews)

Customization

94%
(Based on 10 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

94%
(Based on 10 reviews)

Internationalization

97%
(Based on 6 reviews)

Performance & Reliability

97%
(Based on 10 reviews)

Integration APIs

100%
(Based on 5 reviews)