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Some libraries may be coming from systems where they are used to being able to send emails to patrons from different reply-to addresses, depending on where the item was coming from. For example, patrons with items from Main library got emails from main-library@college.edu, while patrons with items from the Science Library got emails from science-library@college.edu. This is not possible in FOLIO as of Iris currently - the feature request is being tracked in
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Outlook has a rules wizard that can process incoming mail and do specific things with it. You can create a rule that matches on specific parts of an incoming email and forwards it to other people. Outlook rules are very customizable - how you choose to set up the rule would be up to your institution. But, for example, you could set up a rule that says that if the email is in reply to "main-library@college.edu" and it contains the phrase "Owning library: Science Library" than forward it to Jane Smith at the science library. Because you can generate matching values using FOLIO tokens, this approach can become very powerful.
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Many institutions have access to ticketing systems, where patrons can send an email and then it can create a ticket that can be managed within another system, assigned to staff, and used to send and receive responses. Common systems in use at US institutions include Springshare's LibAnswers product, ServiceNow, Request Tracker, and ZenDesk.
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