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.
Key things for support are:
1. Ability to share access to the customers machine with out any hassle and easy acknowledgement for sharing access
2. Recordings and summarirs automatically gets added to tickets and issues
3. Playbooks are handy for the support engineer during the call