We are excited to announce hotline enhancements for both staffers and requesters to improve the hotline queue and tracking who is working on what request. 

For the hotline staff, only the first message from a requester will be forwarded to the hotline. If the requester continues to send messages, the additional messages will be available once a staffer joins the conversation. 

When a staffer joins a conversation, a new status message will appear in the queue. “[name] is helping [name]” and “[name is done helping [name]” will let other hotline staffers know that someone has picked up and resolved the request. 

For the requester, a status message will appear confirming the request has been submitted to the hotline. This confirmation “Request sent to Tech Support Hotline” will let the requester know their message was successfully sent and is waiting for a response. 

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