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If you have tickets that may contain sensitive information, use queues to restrict who can see a set of tickets. You can configure queues to populate automatically from a filter, manually, or both. Tickets within a queue are not generally visible. They are visible to members of the queue, and to anyone who normally has access (e.g. assignee, requester).
Filter-based queues evaluate tickets when they’re created or updated, so existing matching tickets aren’t pulled in retroactively. Use “Reevaluate memberships” to apply the current filters to every existing ticket on this team, or use “Add to queue” on an individual ticket.

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Adding a Queue

Managers of a team can create queues, configure queue settings, and add members who can view tickets within the queue. To create a queue:
  1. Go to Settings -> Ticketing -> Queues.
  2. Click New queue in the top right.
  3. Give the queue a name, and optionally a description.
  4. Select Manual assignment only, Ticket matches filter (and specify the filter), or All tickets on this team (and specify the team).
  5. Add members to the queue.