I know you're being sarcastic, but with this particular software we offered support like that as well. 90% of the time the first level support (and eventually Q

I know you're being sarcastic, but with this particular software we offered support like that as well. 90% of the time the first level support (and eventually QA) would use this dialog and add in stuff like replication steps manually. It was much better way to triage and debug issues than the usual email with an "it doesn't work" title and an excel document containing a screenshot. So add "it saved the company buckets of money" to the list of reasons this is a better approach.