Introducing ticketing style guide

Why is this change being made?

Support Engineers spend most of their time handling tickets. This MR is introducing a style guide for Zendesk ticketing, where we'll eventually gather and document the best practices for efficient ticket handling and better queue collaboration within the team.

Author Checklist

• Provided a concise title for the MR
• Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
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