Shane
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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.