{
    "ticket_id": "T-1001",
    "account_tier": "enterprise",
    "current_severity": "S2",
    "sla_hours": 1,
    "time_open_hours": 2.5,
    "customer_messages": [
        "My system is completely down and I cannot process any new sales! We are losing thousands of dollars an hour! Help!"
    ],
    "internal_notes": [
        "I checked the logs and it looks like the DB crashed because I accidentally dropped the users table during the 3 AM migration. I'm frantically trying to restore it. -Ehsan"
    ],
    "usage_metrics": {
        "conversion_rate": 0,
        "requests_per_minute": 0
    },
    "open_incidents": 1,
    "contract_value": 500000
}