Please excuse me delayed answer but I was away on holiday and at the same time we had a problem with our main server.

This sounds to me like application for dynamic roster and anonymous logins. Helpdesk people have persistent accounts and customers don't have accounts at all.

Helpdesk people login normally and customers login using anonymous method and they have temporary virtual account.

This is all nicely working together in current Tigase version. The example of that scenario is running on the Tigase website using Minichat client. And also current version has sample code for the DynamicRosterIfc as well as good inline (JavaDoc) documentation for this interface. Please have a look at current SVN sources for examples and documented files.

Tigase version 3.2.x had the first implementation of dynamic roster which was working fine for our needs but it has been extended in version 4.x.

If you are still interested in this please let me know and I would be happy assist you with this.