Mhhh, I do not think a student will help much. Can you imagine the training time? He will have finished his studies before being ready. I use UNA since the first version, I am very far from knowing everything. There are so many possible cases. Also, there is better than a student, there is a specialist, Leonid. Yes, it would sometimes take two Leonids, but somehow you will pay the price. I think it's always a story of good compromise.
But users should also make an effort. What I regularly notice is that the requests are not clear, or poorly worded. Also, quite often, the questions have already been addressed, sometimes ten times. All this also causes a waste of time.
Of course the service is perfectible, like everything. The messages are so many that it's easy to skip a subject you know. I never felt that it was voluntary. We must also admit that we are asking for help and improvements at the same time. The people who work here are abuzz with a lot of work, do not think they do 7-hour days.
In short my opinion is that overall, I do not really have anything to complain about. I just watched, I opened 412 questions, I always had an answer in a reasonable time, it is true, from time to time, I have to quote @alex to get his attention. I find normal, he is not a robot. Sometimes I ask questions via messenger Anton, idem, I always have an answer quickly. So I find you a little stern.