I would recommend using “delegated access” to allow your principal and Safety Officer Administrator to see and work those tickets. Here is a great FAQ on allowing non agents to view and work tickets (The link is for Facilities, but the concept is the same) 

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As for limiting your agents from seeing those tickets, one suggestion is to create a location for your Student Safety Office, and then limit your agents from being able to see tickets for that location in the Agent policy. 

​@AVillar 593279b teaneck Thank you for submitting your question. Just to clarify, are you looking to control the visibility of certain ticket types and you prefer that agents only see the tickets assigned to them?

Hey Erika! - I am actually also looking to have my agents only see the tickets assigned to them. Currently are agents are able to see everyones tickets and its creating a bit of confusion for them

Hi ​@SGANESH 603b992 jcboe You can use the delegated assignment setting in the site options (Admin>Site Options) to ensure that your agents only see the tickets assigned to them. Here is the help article and a screenshot for how to set that up. 

Note: First, you must remove the permissions to “view, work, resolve” tickets under the permission role.

Hi ​@efoxworth_iiQ, correct I just want certain tickets to no be viewable but other agents if it contains sensitive information. 

​@AVillar 593279b teaneck Please follow the steps for delegated permissions in order to resolve this. Thanks!