There is no way to do that in the UI currently, so you would have to modify the core source files.This thread has a lot of information in it for various different versions and may point you in the right direction.http://forum.osticket.com/d/discussion//a-better-ticket-listAlso I should add there is a forth coming feature called Custom Queues that I will beleive will allow yo uto do what you want with out altering the core source files.