Fastpath tab in Spark is only meant for Fastpath agents, not for users looking for support. Users should send a message to the queue address and this way initiate the initial form and then a chat session. To simplify this i would create a shared group, say ‘Support’ and then add a contact to that group in a form of queuename@workgroup.server
It will show a red asterisk besides such contact, but it will work. This contact will also show green for users in Spark if at least one agent is online. Then users should just double click this contact and say ‘Hi’ or anything and it will ask them for a name, email and their question.
Unfortunately, you might not be possible to utilize Spark for agents because of this bug https://issues.igniterealtime.org/browse/SPARK-1532
I have read that Pade (web client) supports Fastpath now, so maybe you can use it for agents instead. Or for all users, if you are not against web clients. Pàdé 1.4.0 released!