In some instances, teams have one group and then they assign the tickets to sub-groups that only their team are able to use. Instead of farming tickets out to individual people, there should be the option to great sub-groups - that only that team can see. That way, there is a primary queue and a sub-queue which teams can manually assign to smaller teams within their section.
Or have the ability to make it only visible to your team or be able to be assigned tickets by other agent e.g. if we have a Radio Store team that tickets may need to go to but then there are regional teams within that that workflows can assign tickets to or people but the primary team is Radio Store.
