There are so many outages and issues with the SW community, and no ability to track those issues there since when they have issues they might not be accessible, that it seemed sensible to track issues here. As outages are so common, having a running status of them is prudent given that a few times each week we need to verify if the site is working or in what way it is not functioning.
We have Spiceworks setup. People email an address we have setup for help. Spiceworks sucks in the email and creates the ticket. Other than when we respond out of it people don't know anything about the ticketing system. You can really change how and when Spiceworks sends out emails, making it almost invisible to the end user. I recommend some type of ticketing system just for tracking purposes.