In our instance we are looking to open up an option on our self-service portal that will allow for customer feedback. Initially the thought was to have it be an incident but as time went on, that didn't seem to be such a great idea as that's more for break/fix type things. I probably should have made this a discussion as it's more looking for opinions or how other people have approached this within their systems.
What I'm thinking would be a decent plan of attack would to make a feedback button on our portal that opened a survey. The user could then take the survey and it was sent to a group that looked at the incoming feedback and they could log an incident for that person if that is something that's determined.
If anyone has any feedback or best practice type stuff, I'd greatly appreciate it.
