Triage and Summarize a Support Ticket

    Triage the support ticket below.

The ticket (paste the customer's message and any thread):
{{ticket}}

Categories / priority levels we use (optional — otherwise use sensible defaults): {{scheme}}

Produce:
- **Summary** — the customer's issue in one or two plain sentences.
- **Category** — what type of issue this is.
- **Priority** — how urgent or severe, with a one-line reason (customer impact, scope, sentiment).
- **What they want** — the specific outcome the customer is after.
- **Suggested next step** — the immediate action to move this forward (info to gather, team to route to, likely fix).
- **Sentiment** — how the customer seems (calm, frustrated, at risk).

Base everything only on the ticket. If something needed for triage is missing (account details, steps to reproduce), list what to ask the customer. Don't assume a cause the ticket doesn't support.