Lukewarm for low maturity organization

Workforce was implemented across the organization to address service desk queues and was considered for project management. The ability to have email turn into a ticket was good and bad. Users submit requests but don't often use the tool to track the ticket. Reporting was not part of the implementation so managers did not like the product. When I was hired, I worked to build reports and dashboards to improve use of the tool for operations. It was easy to learn and the knowledge base was great. I would say that managers considering the tool should have a good experience if they implement well and the tool matches their project management maturity level.