So, you have created a workgroup and added agents to the Default queue of that group. Now, when you login with one of the agents in the Spark, do you see a Fastpath tab at the bottom of the Roster window (beside the Contacts and Conferences tabs)? Go to that tab and press Login if an agent is not logged into a workgroup yet. Only this way an agent can receive a message from the queue, he must be logged into Fastpath plugin in Spark. Then a requester should send a message to that workgroup. Send a message to email@example.com address (e.g. if group’s name is “support” and server’s name is “openfire”, send a message to firstname.lastname@example.org). You can add such address as a contact into a shared group (though it will show a red asterisk beside it, but it will work). Such contact will be shown online, if at least one agent is online. And if a requester sends a message to such contact he will be presented with an automated form asking for his name, email and a question. Only then his request will be forwarded to one of the free agents in this workgroup’s queue.