| { | |
| "state": { | |
| "ticket": "I was charged twice for the same order. Please refund the extra payment." | |
| }, | |
| "questions": { | |
| "team": { | |
| "type": "choice", | |
| "instructions": "Which team should handle this ticket?", | |
| "criteria": { | |
| "billing": "Payments, charges, and refunds", | |
| "technical": "Bugs and outages", | |
| "other": "Anything else" | |
| } | |
| }, | |
| "refund": { | |
| "type": "noul", | |
| "instructions": "Does the customer explicitly ask for a refund?" | |
| }, | |
| "urgency": { | |
| "type": "score", | |
| "instructions": "How urgent is this ticket?", | |
| "criteria": [ | |
| "Routine", | |
| "Soon", | |
| "Urgent" | |
| ] | |
| } | |
| } | |
| } | |