{
"department": {
"type": "choice",
"instructions": "Which team should own this ticket?",
"criteria": {
"billing": "payments, invoices, refunds, duplicate charges",
"technical": "bugs, outages, login and integration failures",
"sales": "pricing questions, upgrades, new contracts"
}
},
"urgency": {
"type": "score",
"instructions": "How urgent is this ticket?",
"criteria": ["not urgent", "low", "normal", "high", "critical outage"]
},
"needs_human": {
"type": "noul",
"instructions": "This ticket requires a human agent rather than an automated reply."
}
}