Hi Heather - I just have a Workfront Help Desk Queue in my instance and people use that for bugs, report requests, how to's, and enhancements. I keep it very broad as they might not know all the terminology for Workfront. I do ask that they upload an example of the report they are looking for whether it is excel, PPT, a picture of a sketching, etc. Just something to get the conversation started. Then I definitely meet with them.
Because there is so much information in Workfront, I find that there needs to be a conversation to make sure that we are building something that will actually help.
Can't tell you how many times someone has asked for a "project report" and then you realize it is really a task, document version, or assignment report you really need, just with some project info on it.