{
  "model": "jev-1.13.0",
  "state": {
    "ticket": {
      "subject": "Duplicate subscription charge",
      "message": "I was charged twice this month. Please refund the duplicate before Friday."
    },
    "customer_plan": "pro"
  },
  "questions": {
    "department": {
      "type": "choice",
      "instructions": "Which team should handle this ticket?",
      "criteria": {
        "billing": "Payments, invoices, and refunds",
        "technical": "Bugs, outages, integrations",
        "sales": "New purchases and upgrades",
        "other": "No listed department fits"
      }
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgent is the request?",
      "criteria": [
        "No time constraint",
        "Can wait this week",
        "Needs attention within a day",
        "Immediate outage or harm"
      ]
    },
    "refund_requested": {
      "type": "noul",
      "instructions": "Does the customer explicitly request a refund?"
    }
  }
}