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Openfire Administration by Mayank Sharma

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Chapter 11. Running an Online Helpdesk

Openfire is a fantastic instant messaging server, as you'll probably agree, having read through the chapters. But there's another trick it can do which is pretty cool if you need to interact with people outside your organization—an online helpdesk.

An online helpdesk is a web-based interface to your internal instant messaging server which lets users outside the network connect and interact with members of the organization. Traditionally, you'd need such a service if you provide product or software-based service, but as Openfire is free, it is accessible to a wide spectrum of companies and organizations who can use it as an online receptionist. Once you're through with this chapter you'll see that Openfire ...

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