> At minimum, a half-way decent support person would ask a few people internally or search Slack before answering.

Of course not. The extremely vast majority of support staff aren't connected to "internal people" and certainly don't have any access to the main company's Slack.

Most of all, those people are paid very little on very tight length-per-interaction targets. They can't spend any time at all looking for stuff outside the docs package or chatting with peeps outside the immediate costaff.