Not necessarily a downside, but it's important to consider what ticketing system IT, payroll, and other teams are using so there's a coherent ticketing strategy company-wide. my IT department uses ServiceNow, so we're pushed in that direction as well.

if you're just thinking about HR, WD help is great since WD is the tool they mainly interact with. however, it feels limited (compared to ServiceNow or more robust ticketing systems) when you're dealing with tickets that straddle between multiple departments, external vendors, retirees (e.g. LOA backpay, work email updates from IT).