{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "title": "TicketTriage",
  "description": "Structured triage of one inbound customer support ticket.",
  "type": "object",
  "additionalProperties": false,
  "required": [
    "category",
    "priority",
    "sentiment",
    "language",
    "summary",
    "customer_ask",
    "entities",
    "needs_human",
    "needs_human_reason",
    "suggested_queue"
  ],
  "properties": {
    "category": {
      "type": "string",
      "description": "Main topic of the ticket.",
      "enum": ["billing", "account_access", "bug_report", "how_to", "feature_request", "cancellation", "security", "other"]
    },
    "priority": {
      "type": "string",
      "description": "urgent: outage, security issue, or money taken in error. high: user blocked from core work. normal: everything else that needs a reply. low: feedback or no action needed.",
      "enum": ["urgent", "high", "normal", "low"]
    },
    "sentiment": {
      "type": "string",
      "description": "Customer's tone as written, not the severity of the issue.",
      "enum": ["angry", "frustrated", "neutral", "positive"]
    },
    "language": {
      "type": "string",
      "description": "ISO 639-1 code of the language the customer wrote in, e.g. en, de, es."
    },
    "summary": {
      "type": "string",
      "description": "One sentence, at most 30 words, stating the problem in plain terms."
    },
    "customer_ask": {
      "type": "string",
      "description": "What the customer explicitly wants done, in their terms. Empty string if they did not ask for anything."
    },
    "entities": {
      "type": "object",
      "description": "Identifiers copied exactly from the ticket. Use an empty array when the ticket contains none. Never guess.",
      "additionalProperties": false,
      "required": ["order_ids", "invoice_ids", "product_names", "error_messages"],
      "properties": {
        "order_ids": {
          "type": "array",
          "items": { "type": "string" }
        },
        "invoice_ids": {
          "type": "array",
          "items": { "type": "string" }
        },
        "product_names": {
          "type": "array",
          "items": { "type": "string" }
        },
        "error_messages": {
          "type": "array",
          "description": "Error text quoted verbatim from the ticket.",
          "items": { "type": "string" }
        }
      }
    },
    "needs_human": {
      "type": "boolean",
      "description": "True when an automated reply would be inappropriate: security, legal threats, refunds above policy, abuse, or anything ambiguous."
    },
    "needs_human_reason": {
      "type": ["string", "null"],
      "description": "Short reason when needs_human is true, otherwise null."
    },
    "suggested_queue": {
      "type": "string",
      "description": "Team queue to route to.",
      "enum": ["billing", "technical", "accounts", "success", "security"]
    }
  }
}