View Support Sessions in Queue

Session queues provide information about and access to customers who are waiting for support. The Personal queue contains customers with whom you are currently in session or who are waiting for a session with you specifically. A waiting session will appear in your personal queue if it was transferred to you or if the customer initiated it by entering a session key you generated, by selecting your name from the public site, or by clicking a Bomgar Button tied to you. Here, you also will see invitations for you to join a shared session.

You will also have queues for any teams of which you are a member. Additionally, the General queue is open to all allowed representatives. If a customer initiates a session by selecting an issue type from an issue submission form, that customer will enter a specific team queue based on which team owns that issue. A customer will also enter a team queue if he or she clicks a Bomgar Button tied to a team. If a session is not destined for either a specific team or representative, it will enter the general queue. A session may also enter a queue if it is transferred intentionally or due to waiting session rules, or if the representative's connection is lost in the middle of a session. These queues will also contain invitations for any representative in the team to join a shared session.

Customers can also request assistance directly from a web page which contains a help link. This initiates a browser sharing session, which allows a representative to chat and view the customer's web page. Administrators can generate custom links in order to direct browser sessions to the correct representative or team queue. In the queue, browser sharing sessions are identified by the “[Browser]” prefix next to the customer's name.

Sort your queues by several criteria, including the length of time the customer has been in queue, the customer’s name, issue category, etc. All criteria may not be available depending on the manner in which the customer initiated the session.

Once the customer is in queue, either double-click the customer entry or select the entry and click the Accept button. Accepting a session opens a new tab for that session at the top of the representative console. You can run multiple sessions simultaneously. A new tab will be created for each session.

See Accept a Session to Start Support for additional ways to accept support requests.

Support Queue