This is probably the most asked question on the forums.This thread has directions for most contemporary versions of osTicket. http://forum.osticket.com/d/discussion//a-better-ticket-listAlternatively there is the forthcoming "Custom Queues" feature here:https://github.com/osTicket/osTicket/pull/2577 (old)https://github.com/osTicket/osTicket/pull/4342 (new)Personally I would just wait for the Custom Queues feature due out in 1.11, or use the feature from github in it's current alpha state.