{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "type": "object",
  "properties": {
    "severity": {"type": "string", "enum": ["sev1", "sev2", "sev3", "sev4"]},
    "category": {"type": "string", "enum": ["outage", "billing", "bug", "account", "security", "feature_request", "question"]},
    "team": {"type": "string", "enum": ["platform", "payments", "identity", "security", "product", "success"]},
    "summary": {"type": "string", "minLength": 1, "maxLength": 160},
    "customer_impact": {"type": "string", "minLength": 1, "maxLength": 300},
    "needs_human": {"type": "boolean"},
    "suggested_reply": {"type": "string", "minLength": 1, "maxLength": 1200}
  },
  "required": ["severity", "category", "team", "summary", "customer_impact", "needs_human", "suggested_reply"],
  "additionalProperties": false
}