Hello Ludovico,

I’m not sure if I understand what you want.

One way would be using the ACLs. There you can hide (PossibleNot) Queues for e.g. the Frontend-Action CustomerTicketMessage.

https://doc.otobo.org/manual/admin/11.0/en/content/administration-area/processes-automation/access-control-lists.html

Another way would be a setting called “CustomerPanelOwnSelection” which is there to re-name the Queues compared to the Agent Frontend. But at the same time it hides all Queues that have not been named in there.

But this is a general setting for CustomerTicketMessage and you can’t put any filter like for a customer number in there.

I hope this helps.

Cheers
Stefan