1. A method, with a customer support environment, for monitoring and organizing customer support session based on categories, the method comprising: receiving, by at least one first level customer support agent, a help request from a customer; establishing, by the at least one first level customer support agent in response to the receiving, a support session with the customer; determining, by the at least one first level customer support agent, that a second level customer support agent is required to resolve the help request. assigning, by the at least one first level customer support agent, at least one support category to the support session based on a support context of the support session; and placing the support session into at least one support queue for selection by at least one second level customer support agent based on the at least one support category assigned to the support session.