I have this issue as well, as we recently moved from Slack to MS Teams, we had a dedicated help channel for requests to come in (we actually didn't use/care to have a agent channel, we used the typical Jira integration notification), now being forced to use General is a huge deal breaker as creating a team purely for this completely breaks the flow we had before.

Please, implement this for the request channel, we still require agents/folks to react/action to create a ticket so why would security matter here? This seems like it should have been fixed already.

I seem to be having the same issue with the request channel.  Regardless of where I try to add the bot, it always goes to the "General" channel for that team.  Is it possible to at least make it so the requests channel doesn't have to be the "General" channel?

Hi all, thanks for your interest in this feature! This is one we'd love to support, and it resembles the initial approach we explored when first implementing Assist (formerly Halp) for Microsoft Teams! As there's been some increased activity on this request recently, I wanted to share some background context on why this feature doesn't exist today:

• With Assist, Agent/Triage channels are intended for use by Agents only as they are the only JSM members with the proper permissions to view and action the issues that would appear in the channel. Enforcing user permissions is a key component of the Agent/Triage channel feature. 
• When we originally started development, Microsoft Teams platform did not provide the full set of APIs to make this possible at the Channel level. For example, APIs to check membership were only available at the Team level
• There were also some more subtle limitations at the Channel level, such as the ability to discover when any given Channel's name was updated. With the General channel, the name can not be changed making this a non-issue

In total, it was not technically feasible to deliver an Agent/Triage channel experience in a Team outside of the default General channels in a secure and scalable manner. Though it is something we too are keen on! 

We are routinely reviewing updates to the Microsoft Teams development platform for new capabilities, features, and APIs that can unlock new flexibilities and optimized user experiences, and this one is definitely top of mind!

It seems like a mistake that this wasn't considered in the original plan for the app. Most businesses will already have an IT team with a support channel where this would work nicely. As it is I'm reluctant to set it up as it's likely to cause complications without creating yet another Team which I don't need!

+1 on this! Had to create a new team for the Triage capability, would have been nice to keep it underneath our existing ICT team.

We have an "Information Technology" team. Under that, we have General - our general chat, IT Alerts - where alerts from various services post, and IT Support - where Jira automation currently posts ticket creation notices. I'd like to replace the automation with this, but this is hindering .

Same as above, we're having to create a new team for this entirely, as we use our General channel for support discussions

It would be useful to be able to change the Triage channel to something different than General because we use the General channel for discussions within the (support) team.

With this feature in place, we could then setup a channel specifically for Triage (i.e. Agents Channel) and another for Requests (Users Channel)