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new support requests appear under the pending requests tab in the technician console the timer next to the customers name indicates how long the request has been in the queue click the request to view details including the computer name description of the problem and assigned technicians click accept request to begin the new support session click the transfer icon or the transfer request button to send the request to another technician or department select the recipient from the list and click ok click the gray diamond to mark a request urgent from the queue or from the support request details window the request is tagged with the red urgent indicator and is visible to all technicians click reject request to delete the request from the queue
