[otrs] hiding queues from customers?

Hi! Maybe I just use an approach conceptually wrong: I set up a few queues for the Agents to better categorise the tickets. Severeral of these queues are "internal" however, meaning only Agents should be able to use these, "normal" users should not directly be able to create a ticket in these queues on their own. Is there any way to hide queues from customers or is there a better approach for categorising / sorting tickets anyway? Greetings, Gunter -- Rincewind had always been happy to think of himself as a racist. The One Hundred Meters, the Mile, the Marathon -- he'd run them all. -- (Terry Pratchett, The Last Continent) *** PGP-Verschlüsselung bei eMails erwünscht :-) *** PGP: 0x1128F25F ***