Update ticket with knowledge base article reply and tags

Tickets reference help articles in free text, forcing agents to copy answers and miss routing tags. You get prefilled replies, tags, and form choices so agents triage faster within minutes.

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Overview

Incoming ticket comments that reference knowledge-base articles create manual work and inconsistent replies. This flow enriches ticket webhooks with article content, posts the right public or private reply, and tags the ticket so agents can triage within minutes.