The Help Desk Bot is a program that can log into almost any service that uses the Jabber protocol such as Google Talk, Jabber.org, your own Jabber server. Once it is logged in, your support personnel can use it to answer customer questions.
How your customers will use the help desk:
The bot will receive requests for help (trouble tickets) from your customers via instant messages. It will send instant messages back to your customers when your technical support personnel are working on their trouble ticket.
How your organization will use the help desk:
Your technical support personnel can log in by sending the bot a password. Once logged in they can be assigned tickets to work on. Idle support personnel can receive notifications when new tickets arrive.