The vast majority of people I know who have done phone/chat support have had a spreadsheet (or fancier tool) of common phrases and mandatory boilerplate answers, an overview of the company they're doing it for (sometimes just a couple pages in a word doc), and tone/tool training at a minimum. And generally that tool has a tree of common steps that are also generally mandatory, because they punish rather harshly for going off-script. It's not much, and it gets you the sort of support that people often think of with ticketing systems: impersonal and inaccurate, favoring the company.

But it's rarely this inaccurate. Or if it is (e.g. missing a major product launch), it's fixed in a day or two.