提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1250699",
"subject": "Momcozy Air 1 Ultra-Slim - Left Pump dont work",
"description": "Dear Sir/Madam,\r\n\r\nthe left pump stopped working yesterday. The device no longer switches on, the power Button dont light. I ordered the device from Amazon on March 15, 2026. A lifespan of only two months is very disappointing, and I request information on how to proceed. Enclosed you will find the invoice for your reference. I also ask the KI per WhatsApp but the AI cant help me….\r\n\r\nwith best regards\r\n\r\nWalter Figl\r\n\r\n\r\n[image0.jpeg][image1.jpeg]",
"status": "solved",
"priority": "high",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-12T07:36:46Z",
"updated_at": "2026-05-14T01:46:36Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "",
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"category_field_id": "34154549939865",
"category_name": "CPI::Unable to power on",
"category_value": "cpi__unable_to_power_on",
"category_zh": "无法开机"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 3,
"email": 3
}
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"messages": [
{
"conversation_id": "57898986454553",
"type": "Comment",
"created_at": "2026-05-14T01:46:36Z",
"author_id": "50761867876761",
"author_name": "RT-CD-Smartpump-Chailyn",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Dear Walter,\n \nThank you so much for your quick response! We truly appreciate your patience and understanding and we will send the replacement item to the address you provided.\n \nWe'll arrange for the replacement to be shipped to you in approximately 1-2 days. Once shipped, please expect delivery within 3-7 business days. After 2 days, please feel free to contact us to request your tracking number, which we'll be happy to provide.\n \nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨\n \nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!\n \nBest regards,\nMomcozy Customer Support Team\n ***Please note: Your ticket may be automatically closed by the system, but don't worry. Just because your ticket is closed doesn't mean your issue has been resolved. If you have any questions or concerns, please feel free to contact us. 😊"
},
{
"conversation_id": "57881053934361",
"type": "Comment",
"created_at": "2026-05-13T10:00:57Z",
"author_id": "57840513830553",
"author_name": "Walter Figl",
"author_role": "end-user",
"sender_type": "customer",
"channel": "email",
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"text": "Dear Ladies & Gentleman, \n \n\n \n Thank you for the quick reply. If it’s possible you can send it to my wifes aunt in Munich, Germany. She will take the package with the new pump to Austria. \n \n\n \n The address is: \n \n\n \n Full Name: Trần Ngân \n Street Adress: Linkstrasse 32 \n City: München / Munich \n State: Germany \n Country: Germany \n Zipcode: 80933 \n Contact Number: +49 1575 4055612 \n\n best regards\n\n Walter Figl"
},
{
"conversation_id": "57861723816345",
"type": "Comment",
"created_at": "2026-05-13T01:07:52Z",
"author_id": "50761867876761",
"author_name": "RT-CD-Smartpump-Chailyn",
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"text": "Dear Walter,\n \nThank you for providing your UDI number and complete shipping details. We have reviewed your video and are ready to arrange a replacement for you.\n \nHowever, we noticed your order was placed on the German site. Due to Amazon after-sales replacement restrictions, we cannot ship the replacement to an address outside Germany.\n \nCould you please provide a valid German delivery address if you have one? If you do not have a German address available, we can send you a return label. Once we receive the returned item, we will process a full refund for you directly.\n \nThank you for your understanding.\n \nBest regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57846967167769",
"type": "Comment",
"created_at": "2026-05-12T10:42:13Z",
"author_id": "57840513830553",
"author_name": "Walter Figl",
"author_role": "end-user",
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"text": "Dear Ladies & Gentleman,\n \n\n \n the UDI Number is: BP334-NR71000B00214-AAir125122000616 \n \n\n \n Full Name: Walter Figl \n Street Adress: Ada-Christen-Gasse 11/44/5 \n City: Wien / Vienna \n State: Austria \n Country: Austria \n Zipcode: 1100 \n Contact Number: +43 664 76 36362 \n \n\n \n Best regards \n \n\n \n Walter Figl"
},
{
"conversation_id": "57844240964889",
"type": "Comment",
"created_at": "2026-05-12T09:18:26Z",
"author_id": "50761867876761",
"author_name": "RT-CD-Smartpump-Chailyn",
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"text": "Dear Walter,\n \nWe are so sorry to hear your left pump has stopped working and won’t turn on with no light on the power button. It’s really disappointing to have this issue only after two months of use, and we totally understand your frustration.\n \nCould you please provide the UDI number from your product box? You can scan the QR code next to the production date and SN number on the bottom of the package. If you no longer have the box, please scan the QR code on the bottom of the pump motor to get the serial number.\n \nAlso, a quick troubleshooting video would be very helpful for us to check the issue. Could you please record a short video following these steps:\na. Connect the motor to the magnetic charging cable or charging case, and show us the indicator light. Please let us know if it shows a green fully charged light.\nb. Unplug the charger, then press and hold the power button for 3 seconds, and show us if the white light turns on and if the motor starts working.\n \nOnce we receive your UDI information and video, we will assist you promptly.\n \nPlease also share your full shipping details below for further arrangement:\nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n \nBest regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57840498711449",
"type": "Comment",
"created_at": "2026-05-12T07:36:46Z",
"author_id": "57840513830553",
"author_name": "Walter Figl",
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"text": "Dear Sir/Madam, \n \nthe left pump stopped working yesterday. The device no longer switches on, the power Button dont light. I ordered the device from Amazon on March 15, 2026. A lifespan of only two months is very disappointing, and I request information on how\n to proceed. Enclosed you will find the invoice for your reference. I also ask the KI per WhatsApp but the AI cant help me…. \n \nwith best regards \n \nWalter Figl"
}
]
}
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"body": "Dear Walter,\n\nThank you so much for your quick response! We truly appreciate your patience and understanding and we will send the replacement item to the address you provided.\n\nWe'll arrange for the replacement to be shipped to you in approximately 1-2 days. Once shipped, please expect delivery within 3-7 business days. After 2 days, please feel free to contact us to request your tracking number, which we'll be happy to provide.\n\nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨\n\nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!\n\nBest regards,\nMomcozy Customer Support Team\n\n* * *\n***Please note: Your ticket may be automatically closed by the system, but don't worry. Just because your ticket is closed doesn't mean your issue has been resolved. If you have any questions or concerns, please feel free to contact us. 😊",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Walter,<br> <br>Thank you so much for your quick response! We truly appreciate your patience and understanding and we will send the replacement item to the address you provided.<br> <br>We'll arrange for the replacement to be shipped to you in approximately 1-2 days. Once shipped, please expect delivery within 3-7 business days. After 2 days, please feel free to contact us to request your tracking number, which we'll be happy to provide.<br> <br>If you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨<br> <br>Thanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!<br> <br>Best regards,<br>Momcozy Customer Support Team<br><hr>***Please note: Your ticket may be automatically closed by the system, but don't worry. Just because your ticket is closed doesn't mean your issue has been resolved. If you have any questions or concerns, please feel free to contact us. 😊<br></div>",
"plain_body": "Dear Walter,\n \nThank you so much for your quick response! We truly appreciate your patience and understanding and we will send the replacement item to the address you provided.\n \nWe'll arrange for the replacement to be shipped to you in approximately 1-2 days. Once shipped, please expect delivery within 3-7 business days. After 2 days, please feel free to contact us to request your tracking number, which we'll be happy to provide.\n \nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨\n \nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!\n \nBest regards,\nMomcozy Customer Support Team\n ***Please note: Your ticket may be automatically closed by the system, but don't worry. Just because your ticket is closed doesn't mean your issue has been resolved. If you have any questions or concerns, please feel free to contact us. 😊",
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"body": "Dear Ladies & Gentleman,\n\n\n\nThank you for the quick reply. If it’s possible you can send it to my wifes aunt in Munich, Germany. She will take the package with the new pump to Austria.\n\n\n\nThe address is:\n\n\n\nFull Name: Trần Ngân\n\nStreet Adress: Linkstrasse 32\n\nCity: München / Munich\n\nState: Germany\n\nCountry: Germany\n\nZipcode: 80933\n\nContact Number: +49 1575 4055612\n\n\nbest regards\n\nWalter Figl",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"ltr\">\n<div>Dear Ladies & Gentleman,</div>\n<div><br>\n</div>\n<div>Thank you for the quick reply. If it’s possible you can send it to my wifes aunt in Munich, Germany. She will take the package with the new pump to Austria.</div>\n<div><br>\n</div>\n<div>The address is:</div>\n<div><br>\n</div>\n<div>Full Name: <span style=\"-webkit-text-size-adjust: auto;\">Trần Ngân</span></div>\n<div>Street Adress: Linkstrasse 32</div>\n<div>City: München / Munich</div>\n<div>State: Germany</div>\n<div>Country: Germany</div>\n<div>Zipcode: 80933</div>\n<div>Contact Number: +49 1575 4055612</div>\n<br>\n<div dir=\"ltr\">best regards<br>\n<div>Walter Figl</div>\n</div>\n\n</div></div>",
"plain_body": "Dear Ladies & Gentleman, \n \n\n \n Thank you for the quick reply. If it’s possible you can send it to my wifes aunt in Munich, Germany. She will take the package with the new pump to Austria. \n \n\n \n The address is: \n \n\n \n Full Name: Trần Ngân \n Street Adress: Linkstrasse 32 \n City: München / Munich \n State: Germany \n Country: Germany \n Zipcode: 80933 \n Contact Number: +49 1575 4055612 \n\n\n best regards\n\n Walter Figl",
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"body": "Dear Walter,\n\nThank you for providing your UDI number and complete shipping details. We have reviewed your video and are ready to arrange a replacement for you.\n\nHowever, we noticed your order was placed on the German site. Due to Amazon after-sales replacement restrictions, we cannot ship the replacement to an address outside Germany.\n\nCould you please provide a valid German delivery address if you have one? If you do not have a German address available, we can send you a return label. Once we receive the returned item, we will process a full refund for you directly.\n\nThank you for your understanding.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Walter,<br> <br>Thank you for providing your UDI number and complete shipping details. We have reviewed your video and are ready to arrange a replacement for you.<br> <br>However, we noticed your order was placed on the German site. Due to Amazon after-sales replacement restrictions, we cannot ship the replacement to an address outside Germany.<br> <br>Could you please provide a valid German delivery address if you have one? If you do not have a German address available, we can send you a return label. Once we receive the returned item, we will process a full refund for you directly.<br> <br>Thank you for your understanding.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Dear Walter,\n \nThank you for providing your UDI number and complete shipping details. We have reviewed your video and are ready to arrange a replacement for you.\n \nHowever, we noticed your order was placed on the German site. Due to Amazon after-sales replacement restrictions, we cannot ship the replacement to an address outside Germany.\n \nCould you please provide a valid German delivery address if you have one? If you do not have a German address available, we can send you a return label. Once we receive the returned item, we will process a full refund for you directly.\n \nThank you for your understanding.\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Dear Ladies & Gentleman,\n\n\n\nthe UDI Number is: BP334-NR71000B00214-AAir125122000616\n\n\n\nFull Name: Walter Figl\n\nStreet Adress: Ada-Christen-Gasse 11/44/5\n\nCity: Wien / Vienna\n\nState: Austria\n\nCountry: Austria\n\nZipcode: 1100\n\nContact Number: +43 664 76 36362\n\n\n\nBest regards\n\n\n\nWalter Figl",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\">Dear Ladies & Gentleman,\n<div><br>\n</div>\n<div>the UDI Number is: BP334-NR71000B00214-AAir125122000616</div>\n<div><br>\n</div>\n<div>Full Name: Walter Figl</div>\n<div>Street Adress: Ada-Christen-Gasse 11/44/5</div>\n<div>City: Wien / Vienna</div>\n<div>State: Austria</div>\n<div>Country: Austria</div>\n<div>Zipcode: 1100</div>\n<div>Contact Number: +43 664 76 36362</div>\n<div><br>\n</div>\n<div>Best regards</div>\n<div><br>\n</div>\n<div>Walter Figl</div>\n<div><br>\n</div>\n<div></div></div>",
"plain_body": "Dear Ladies & Gentleman,\n \n\n \n the UDI Number is: BP334-NR71000B00214-AAir125122000616 \n \n\n \n Full Name: Walter Figl \n Street Adress: Ada-Christen-Gasse 11/44/5 \n City: Wien / Vienna \n State: Austria \n Country: Austria \n Zipcode: 1100 \n Contact Number: +43 664 76 36362 \n \n\n \n Best regards \n \n\n \n Walter Figl",
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"body": "Dear Walter,\n\nWe are so sorry to hear your left pump has stopped working and won’t turn on with no light on the power button. It’s really disappointing to have this issue only after two months of use, and we totally understand your frustration.\n\nCould you please provide the **UDI number** from your product box? You can scan the QR code next to the production date and SN number on the bottom of the package. If you no longer have the box, please scan the QR code on the bottom of the pump motor to get the serial number.\n\nAlso, a quick troubleshooting video would be very helpful for us to check the issue. Could you please record a short video following these steps:\na. Connect the motor to the magnetic charging cable or charging case, and show us the indicator light. Please let us know if it shows a green fully charged light.\nb. Unplug the charger, then press and hold the power button for 3 seconds, and show us if the white light turns on and if the motor starts working.\n\nOnce we receive your UDI information and video, we will assist you promptly.\n\nPlease also share your full shipping details below for further arrangement:\nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Walter,<br> <br>We are so sorry to hear your left pump has stopped working and won’t turn on with no light on the power button. It’s really disappointing to have this issue only after two months of use, and we totally understand your frustration.<br> <br>Could you please provide the <strong>UDI number</strong> from your product box? You can scan the QR code next to the production date and SN number on the bottom of the package. If you no longer have the box, please scan the QR code on the bottom of the pump motor to get the serial number.<br> <br>Also, a quick troubleshooting video would be very helpful for us to check the issue. Could you please record a short video following these steps:<br>a. Connect the motor to the magnetic charging cable or charging case, and show us the indicator light. Please let us know if it shows a green fully charged light.<br>b. Unplug the charger, then press and hold the power button for 3 seconds, and show us if the white light turns on and if the motor starts working.<br> <br>Once we receive your UDI information and video, we will assist you promptly.<br> <br>Please also share your full shipping details below for further arrangement:<br>Full Name:<br>Street Address:<br>City:<br>State:<br>Country:<br>Zipcode:<br>Contact Number:<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Dear Walter,\n \nWe are so sorry to hear your left pump has stopped working and won’t turn on with no light on the power button. It’s really disappointing to have this issue only after two months of use, and we totally understand your frustration.\n \nCould you please provide the UDI number from your product box? You can scan the QR code next to the production date and SN number on the bottom of the package. If you no longer have the box, please scan the QR code on the bottom of the pump motor to get the serial number.\n \nAlso, a quick troubleshooting video would be very helpful for us to check the issue. Could you please record a short video following these steps:\na. Connect the motor to the magnetic charging cable or charging case, and show us the indicator light. Please let us know if it shows a green fully charged light.\nb. Unplug the charger, then press and hold the power button for 3 seconds, and show us if the white light turns on and if the motor starts working.\n \nOnce we receive your UDI information and video, we will assist you promptly.\n \nPlease also share your full shipping details below for further arrangement:\nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Dear Sir/Madam,\n\nthe left pump stopped working yesterday. The device no longer switches on, the power Button dont light. I ordered the device from Amazon on March 15, 2026. A lifespan of only two months is very disappointing, and I request information on how to proceed. Enclosed you will find the invoice for your reference. I also ask the KI per WhatsApp but the AI cant help me….\n\nwith best regards\n\nWalter Figl\n\n ",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\">\n<p style=\" line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; -webkit-text-size-adjust: auto; margin: 0px;\" dir=\"auto\">\n<span>Dear Sir/Madam,</span></p>\n<p style=\" line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; -webkit-text-size-adjust: auto; margin: 0px;\" dir=\"auto\">\n<span>the left pump stopped working yesterday. The device no longer switches on, the power Button dont light. I ordered the device from Amazon on March 15, 2026. A lifespan of only two months is very disappointing, and I request information on how\n to proceed. Enclosed you will find the invoice for your reference. I also ask the KI per WhatsApp but the AI cant help me….</span></p>\n<p style=\" line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; -webkit-text-size-adjust: auto; margin: 0px;\" dir=\"auto\">\nwith best regards</p>\n<p style=\" line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; -webkit-text-size-adjust: auto; margin: 0px;\" dir=\"auto\">\n<span>Walter Figl</span></p>\n<p style=\" line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; -webkit-text-size-adjust: auto; margin: 0px;\" dir=\"auto\">\n<span><br>\n</span></p>\n<p style=\" line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; -webkit-text-size-adjust: auto; margin: 0px;\" dir=\"auto\">\n<span><img alt=\"image0.jpeg\" src=\"https://rootglobal.zendesk.com/attachments/token/ittNUD938ojS06LKyHxhbLCio/?name=image0.jpeg\"><img alt=\"image1.jpeg\" src=\"https://rootglobal.zendesk.com/attachments/token/iUum9OO3D8ECK7fh4c0UZ9XIT/?name=image1.jpeg\"></span></p>\n<p style=\" line-height: normal; font-size-adjust: none; font-kerning: auto; font-variant-alternates: normal; font-variant-ligatures: normal; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-position: normal; font-feature-settings: normal; -webkit-text-size-adjust: auto; margin: 0px;\" dir=\"auto\">\n<br>\n</p></div>",
"plain_body": "Dear Sir/Madam, \n \nthe left pump stopped working yesterday. The device no longer switches on, the power Button dont light. I ordered the device from Amazon on March 15, 2026. A lifespan of only two months is very disappointing, and I request information on how\n to proceed. Enclosed you will find the invoice for your reference. I also ask the KI per WhatsApp but the AI cant help me…. \n \nwith best regards \n \nWalter Figl",
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