Classify Support Ticket

Classify the following support ticket to enable proper routing and prioritization.

Ticket Content:
{{ticket_content}}

Customer Tier (optional):
{{customer_tier}}

Analyze the ticket and return a JSON classification:

{
  "category": "[billing/technical/account/feature_request/general_inquiry/complaint]",
  "subcategory": "[See subcategory list below]",
  "priority": "[critical/high/medium/low]",
  "sentiment": "[positive/neutral/frustrated/angry]",
  "requires_human": true/false,
  "suggested_team": "[support_l1/support_l2/billing/engineering/account_management/legal]",
  "estimated_complexity": "[simple/moderate/complex]",
  "key_issues": ["[Issue 1]", "[Issue 2]"],
  "customer_impact": "[service_down/degraded/inconvenience/none]",
  "response_urgency": "[immediate/same_day/next_day/standard]",
  "suggested_response_type": "[template/personalized/escalation]",
  "confidence": [0.0-1.0]
}

Subcategories by Category:
- billing: payment_failed, refund_request, invoice_question, upgrade_downgrade, pricing_inquiry
- technical: bug_report, feature_not_working, integration_issue, performance, data_issue
- account: access_lockout, password_reset, profile_update, permissions, deletion_request
- feature_request: new_feature, enhancement, integration_request
- general_inquiry: how_to, product_info, partnership, other
- complaint: service_quality, response_time, billing_dispute, feature_removal

Priority Levels:
- critical: Service completely down, security issue, or data loss
- high: Major feature broken, billing error, or angry enterprise customer
- medium: Feature not working as expected, general complaints
- low: How-to questions, feature requests, general inquiries

requires_human should be true if:
- Customer explicitly requests to speak with someone
- Legal or compliance issues mentioned
- Threat of cancellation from high-value customer
- Situation requires judgment or exception to policy
- Sentiment is "angry" with a legitimate grievance

Return valid JSON only.