[fred_h]

Thanks for flagging this use case for us and agree that Zoom/Teams are better suited for presenting vs supporting.

To your specific points:

#1 makes a lot of sense and I sense the "low friction" part of this is the key distinction.

#2 is something we have thought about through the lens of a yet to be built Zapier integration. This would effectively allow you to create more custom methods to route data from emdash into your CRM/other systems of record for customers. Curious if this approach would be interesting.

#3 is in theory supported today. There are several ways you could store/share playbooks for support engineers. For example, you can create a Team and upload the playbooks as shared resources.