We ended up purchasing it as the trial went well. I think it works well for us. There is a feature called workflows that lets you set rules for filtering the emails. We use this for filtering things like our server notifications from CPanel or CSF.
I've also found their support to be quite helpful the few times we've needed it.
I'd still love to hear from others who have used this or are thinking of using this service.
Do you find the lack of the customer facing interface an issue? I would say most support requests are via email though.
Do you use the Docs/Knowledgebase feature?
It looks like a pretty nice app, although an extra $25/month just for Docs does seem like it would be a bit expensive for small users.
We've actually since started using Zendesk. We loved Helpscout, but love the additional features of zendesk even more, such as the capability for phone support, the help center you can set up, and so forth.