Who picks it up — A roster, or a team

By default a queue has a roster: the people who may be handed new work, chosen rather than “everyone in the workspace”. That is enough for most desks. A team is the other shape, for a desk with more than one specialism. Make teams on Settings › Teams, press Add a Team column here, and nominate the team a new ticket starts on. Eligibility then comes from that team's own members rather than from the roster. The difference that matters is what happens afterwards. A roster says who could take a ticket; a team says who it belongs to — which a ticket can have while nobody has picked it up, which the Inbox can filter by, and which you can hand over. Move a ticket to another team and somebody on that team picks it up in the same act, unless whoever holds it is already one of theirs. There is deliberately no rule engine here — no “if the subject contains”. One front door, and everything after it is a person moving a ticket, so nothing quietly disagrees with somebody's own triage.