{
    "ticket_id": "T-1003",
    "account_tier": "smb",
    "current_severity": "S4",
    "sla_hours": 72,
    "time_open_hours": 5,
    "customer_messages": [
        "How do I reset my password?"
    ],
    "internal_notes": [
        "Sending them the password reset link."
    ],
    "usage_metrics": {
        "conversion_rate": 100,
        "requests_per_minute": 50
    },
    "open_incidents": 0,
    "contract_value": 5000
}