{
  "$format": "thethinkloop.template/v1",
  "slug": "ticket-urgency",
  "title": "Ticket urgency",
  "decides": "How urgently a support ticket needs a response, on a four-level rubric.",
  "question": {
    "name": "decision",
    "type": "score",
    "instructions": "How urgent is this support ticket?",
    "levels": [
      {
        "label": "Low",
        "description": "No time pressure. A question, feedback, or a minor cosmetic issue."
      },
      {
        "label": "Normal",
        "description": "A real problem with a workaround, or affecting one person."
      },
      {
        "label": "High",
        "description": "Blocks an important workflow or has a near deadline."
      },
      {
        "label": "Critical",
        "description": "Outage, data loss, or revenue impact affecting many users."
      }
    ]
  },
  "evidenceChecks": [
    {
      "name": "factor_1",
      "label": "Blocking issue",
      "type": "predicate",
      "instructions": "The customer is blocked from using the product."
    },
    {
      "name": "factor_2",
      "label": "Wide customer impact",
      "type": "predicate",
      "instructions": "Multiple users or production systems are affected."
    },
    {
      "name": "factor_3",
      "label": "Negative sentiment",
      "type": "predicate",
      "instructions": "The customer expresses frustration or dissatisfaction."
    }
  ],
  "inputs": [
    {
      "name": "message",
      "type": "string",
      "required": true,
      "description": "The customer's message, verbatim. Include the subject line if there is one."
    },
    {
      "name": "plan",
      "type": "string",
      "required": false,
      "description": "The customer's plan, if urgency targets differ by tier."
    }
  ],
  "expectedOutput": "A score from 0 to 3 (a probability-weighted average that can fall between levels), a probability for each level, and a confidence value, plus one probability per evidence check.",
  "examples": [
    {
      "title": "Checkout outage affecting all customers",
      "input": "Our checkout has been down for 40 minutes. All of our customers get a 502 error and we are losing sales. Need help immediately.",
      "expected": "Critical"
    },
    {
      "title": "A how-to question with no deadline",
      "input": "No rush. When you get a chance, could you tell me how to export the monthly report as CSV?",
      "expected": "Low"
    }
  ],
  "startingPolicy": {
    "automateAt": 0.8,
    "abstainBelow": 0.5,
    "note": "A starting point for exploration, not a recommendation. Calibrate against your own labeled examples."
  }
}