1. A method, with a customer support environment, for monitoring and organizing customer support sessions based on categories, the method comprising: receiving, by at least one information processing system associated with at least one first level customer support agent, a help request from a customer; establishing, by the at least one information processing system, a support session with the customer based on the receiving; based on establishing the support session, monitoring the support session between the at least one first level customer support agent and the customer; receiving, by the at least one information processing system, an indication from the at least one first level customer support agent that a second level customer support agent is required to resolve the help request; parsing, by the at least one information processing system based on receiving the indication, a context of the support session, wherein the context of the support session comprises a communication between the customer and the at least one first level customer support agent, and wherein the indication is separate and distinct from the context of the support session; automatically assigning, by the at least one information processing system based on parsing the context of the support session, at least one support category to the support session based on a support context of the support session; associating, by the at least one information processing system, the support session with one or more annotations received from the at least one first level customer support agent, wherein the one or more annotations are viewable by at least one second level customer support agent associated with the at least one support category assigned to the support session; and placing, by the at least one information processing system, 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.