Book Image

Openfire Administration

By : Mayank Sharma
Book Image

Openfire Administration

By: Mayank Sharma

Overview of this book

<p>Openfire is a free, open-source and full featured Jabber-based Instant Messaging server.<br /><br />This book is a guide to setting up Openfire, tweaking it, and customizing it to build a secure and feature-rich alternative to consumer IM networks. The features covered include details about setting up the server, adding and handling users and groups, updating, and extending the service with plug-ins, connecting with users on external IM networks, connecting with external voice over IP solutions and more, with user-friendly instructions and examples so that you can easily set up your IM network.<br /><br />The book deals with several features of Openfire to streamline communication within an enterprise and beyond. It shows how to configure Openfire to allow only secured connections. It then explains how Openfire complements other existing services running on your network. Managing and fostering IM as a real-time collaboration and communication tool is what this book is about.</p>
Table of Contents (19 chapters)
Openfire Administration
Credits
About the Author
About the Reviewer
Preface

Putting the Helpdesk Online


So we have our helpdesk setup, with agents sorted into the two support queues, ready with their canned responses. Hmm...I am pretty sure we are missing something. Oh! There isn't any mechanism for our site visitors to get in touch with us. It is time to put our helpdesk online.

Design a Contact Form

Before you put up a button for users to click on, you'll have to create a form to gather information from them. For this, head over to Fastpath | Workgroups Manager | View Workgroups and select your workgroup from the list. Now, in the extended workgroup menu, select the Form UI section. This is where you create an HTML form for your users. By default, the form lists three pieces of information which all users are required to provide:

  • Their name.

  • Their email addresse

  • Their question

You can customize this form to add more fields. Let's add another field to this form where a user can specify the name of the agent he or she wants to talk to, in case he or she has a favorite...