{
  "state": "Support ticket T-1042: The customer says their wireless headset arrived yesterday with a cracked left ear cup. They attached the order receipt and a photo, and ask for a replacement before a business trip tomorrow. No payment problem or setup question is reported.",
  "questions": {
    "route": {
      "type": "choice",
      "instructions": "Which team should handle this ticket?",
      "criteria": {
        "returns": "Damaged deliveries, refunds, and replacements",
        "billing": "Charges, invoices, and payment problems",
        "technical": "Setup, software, and product troubleshooting"
      }
    },
    "has_receipt": {
      "type": "noul",
      "instructions": "Did the customer provide an order receipt?"
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgently should support respond?",
      "criteria": [
        "Routine: response can wait several days",
        "Soon: response within one business day",
        "Today: respond immediately because of a near deadline"
      ]
    }
  }
}