Provide an internal to ILLiad customer question function. Instead of us having to use an email, etc., incorporate functionality into ILLiad for customers to contact us regarding the request and for us to answer and have it all recorded within the transaction.
On the ILLiad detailed item display, along with a Cancel, clone, etc button add a Contact button where the user could add a note to the existing record no matter what the current status that flags the item for staff to review. Along with a simplified method to add a response note and have that automatically get emailed back to the user.
Move things like "When can I expect this item to arrive?" or "I received an overdue for this item I returned last week" out of an external email or ticketing system right into the ILLiad client.