Should service desk tool be used to track user feedback?

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Tue Jan 19, 2016 7:00 pm

Wed Jan 20, 2016 5:16 pm

Our helpdesk supports IT, Estates and facilities issues.
More often than not, we receive alot of feedback from staff and public on what the feel could be an improvement.
Should these be tracked as incidents and service requests or passed on to the relevant departments via email?
What would be the best practice be?

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