Add public guidance comment to matching support tickets

Tickets from a major customer lack standard external guidance, causing duplicate outreach. Add a public comment to matching tickets so agents and customers have clear contact details same day.

Overview

High-priority customer tickets often arrive without consistent external guidance, so agents spend time chasing the right contact and customers get mixed instructions. This flow inserts a standard public comment on matching tickets so agents and coordinators immediately share the same contact context and customers see correct details, same day.