提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1251566",
"subject": "Voicemail from: Tamy",
"description": "Call from: +34 675 017 926\nCall to: +34 93 034 32 48\nTime of call: May 12, 2026 at 1:51:13 PM UTC",
"status": "open",
"priority": "high",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-12T13:51:39Z",
"updated_at": "2026-05-13T08:01:52Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "el corte ingles\n\nneeds follow up,",
"agents_notes": "el corte ingles\n\nneeds follow up,",
"category_field_id": "34154549939865",
"category_name": "Orders&Logistics::LI-Package lost/Delivered but not received",
"category_value": "orders_logistics__li-package_lost/delivered_but_not_received",
"category_zh": "包裹丢失或显示已送达但未收到"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 3,
"voice": 3,
"system": 1
}
},
"messages": [
{
"conversation_id": "57876867775513",
"type": "Comment",
"created_at": "2026-05-13T08:01:52Z",
"author_id": "33112287099929",
"author_name": "BL-Call Support-Joana",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "¡Hola Tamy!\n \nAgradecemos tu paciencia.\n \nHemos escalado tu problema a nuestro equipo de soporte profesional, quienes se comunicarán contigo en un plazo de 24 horas.\nSon un excelente equipo y estamos seguros de que te brindarán la mejor atención.\n \nPor favor, espera pacientemente su mensaje.\n \nSaludos cordiales,\nEquipo de Soporte al Cliente de Momcozy"
},
{
"conversation_id": "57876827596825",
"type": "Comment",
"created_at": "2026-05-13T08:01:41Z",
"author_id": "33112287099929",
"author_name": "BL-Call Support-Joana",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello Tamy! \n \nWe appreciate your patience. \n\nWe have escalated your issue to our professional support team, and they will get back to you within 24 hours. \nThey're a great team, and we're confident they'll take great care of you. \n \nPlease wait patiently for their message. \n \nKind Regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57873783312025",
"type": "VoiceComment",
"created_at": "2026-05-13T06:41:00Z",
"author_id": "52992621159193",
"author_name": "BL-Call&ES-Sofia",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +34 675 017 926\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +34 675 017 926\nTime of call: 2026-05-13 06:40:16 UTC\nCalled by: BL-Call&ES-Sofia\nLength of phone call: 43 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb2bf1d208aeb2d54f47a933fe0c8c6da/twilio/recording"
},
{
"conversation_id": "57873741134361",
"type": "Comment",
"created_at": "2026-05-13T06:40:44Z",
"author_id": "32358742915609",
"author_name": "RT-SYS-Admin",
"author_role": "admin",
"sender_type": "internal",
"channel": "system",
"public": false,
"recording_type": "",
"text": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier. \n Request #1254058 \"Call with Tamy\" was closed and auto merged into this request. Last comment in request #1254058:"
},
{
"conversation_id": "57851524203417",
"type": "Comment",
"created_at": "2026-05-12T13:52:13Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n Call could not be transcribed or summarized. This can happen when audio is unclear, no speech is detected, or the language could not be identified."
},
{
"conversation_id": "57851513273881",
"type": "VoiceComment",
"created_at": "2026-05-12T13:52:08Z",
"author_id": "55656840538137",
"author_name": "Tamy",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail from +34 675 017 926\nCall Details:\n\nCall from: +34 675 017 926\nCall to: +34 93 034 32 48\nTime of call: 2026-05-12 13:51:13 UTC\nLocation: Spain\nAnswered by: Tamy\nLength of phone call: 54 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9c9f04115c3a285cf36c5fa5bbd1ca93/twilio/voicemail/recording"
},
{
"conversation_id": "57851511889817",
"type": "Comment",
"created_at": "2026-05-12T13:51:39Z",
"author_id": "55656840538137",
"author_name": "Tamy",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +34 675 017 926\n\nCall to: +34 93 034 32 48\n\nTime of call: May 12, 2026 at 1:51:13 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57876867775513,
"type": "Comment",
"author_id": 33112287099929,
"body": "¡Hola Tamy!\n\nAgradecemos tu paciencia.\n\nHemos escalado tu problema a nuestro equipo de soporte profesional, quienes se comunicarán contigo en un plazo de 24 horas.\nSon un excelente equipo y estamos seguros de que te brindarán la mejor atención.\n\nPor favor, espera pacientemente su mensaje.\n\nSaludos cordiales,\nEquipo de Soporte al Cliente de Momcozy",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">¡Hola Tamy!<br> <br>Agradecemos tu paciencia.<br> <br>Hemos escalado tu problema a nuestro equipo de soporte profesional, quienes se comunicarán contigo en un plazo de 24 horas.<br>Son un excelente equipo y estamos seguros de que te brindarán la mejor atención.<br> <br>Por favor, espera pacientemente su mensaje.<br> <br>Saludos cordiales,<br>Equipo de Soporte al Cliente de Momcozy<br></div>",
"plain_body": "¡Hola Tamy!\n \nAgradecemos tu paciencia.\n \nHemos escalado tu problema a nuestro equipo de soporte profesional, quienes se comunicarán contigo en un plazo de 24 horas.\nSon un excelente equipo y estamos seguros de que te brindarán la mejor atención.\n \nPor favor, espera pacientemente su mensaje.\n \nSaludos cordiales,\nEquipo de Soporte al Cliente de Momcozy",
"public": true,
"attachments": [],
"audit_id": 57876867773081,
"locale": "es",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "tamyfdezvillar@hotmail.com",
"name": "Tamy"
},
"rel": null
}
},
"created_at": "2026-05-13T08:01:52Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Baguio City, 15, Philippines",
"latitude": 16.4124,
"longitude": 120.5933
},
"custom": {}
}
},
{
"id": 57876827596825,
"type": "Comment",
"author_id": 33112287099929,
"body": "Hello Tamy!\n\nWe appreciate your patience.\n\nWe have escalated your issue to our professional support team, and they will get back to you within 24 hours.\nThey're a great team, and we're confident they'll take great care of you.\n\nPlease wait patiently for their message.\n\nKind Regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello Tamy! <br> <br>We appreciate your patience. <br><br>We have escalated your issue to our professional support team, and they will get back to you within 24 hours. <br>They're a great team, and we're confident they'll take great care of you. <br> <br>Please wait patiently for their message. <br> <br>Kind Regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello Tamy! \n \nWe appreciate your patience. \n\nWe have escalated your issue to our professional support team, and they will get back to you within 24 hours. \nThey're a great team, and we're confident they'll take great care of you. \n \nPlease wait patiently for their message. \n \nKind Regards,\nMomcozy Customer Support Team",
"public": true,
"attachments": [],
"audit_id": 57876840905497,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "tamyfdezvillar@hotmail.com",
"name": "Tamy"
},
"rel": null
}
},
"created_at": "2026-05-13T08:01:41Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Baguio City, 15, Philippines",
"latitude": 16.4124,
"longitude": 120.5933
},
"custom": {}
}
},
{
"id": 57873783312025,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+16198480676",
"to": "+34675017926",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb2bf1d208aeb2d54f47a933fe0c8c6da/twilio/recording",
"recording_type": "call",
"recorded": true,
"recording_consent_action": null,
"call_id": 57873719528089,
"call_duration": 43,
"answered_by_id": 52992621159193,
"started_at": "2026-05-13T06:40:16Z",
"location": "",
"author_id": 52992621159193,
"public": true,
"brand_id": 32404259465241,
"via_id": 35,
"line_type": "phone",
"answered_by_name": "BL-Call&ES-Sofia",
"transcription_status": "completed"
},
"formatted_from": "+1 (619) 848-0676",
"formatted_to": "+34 675 017 926",
"transcription_visible": false,
"author_id": 52992621159193,
"body": "Outbound call to +34 675 017 926\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +34 675 017 926\nTime of call: 2026-05-13 06:40:16 UTC\nCalled by: BL-Call&ES-Sofia\nLength of phone call: 43 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb2bf1d208aeb2d54f47a933fe0c8c6da/twilio/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +34 675 017 926<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (619) 848-0676<br>\nCall to: +34 675 017 926<br>\nTime of call: 2026-05-13 06:40:16 UTC<br>\nCalled by: BL-Call&ES-Sofia<br>\nLength of phone call: 43 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb2bf1d208aeb2d54f47a933fe0c8c6da/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAb2bf1d208aeb2d54f47a933fe0c8c6da/twilio/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-13T06:41:00Z",
"audit_id": 57873783311513,
"via": {
"channel": "voice",
"source": {
"rel": "outbound",
"from": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
},
"to": {
"formatted_phone": "+34 675 017 926",
"phone": "+34675017926",
"name": "Tamy"
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": "",
"location": "Tbilisi, TB, Georgia",
"latitude": 41.6959,
"longitude": 44.832
},
"custom": {}
}
},
{
"id": 57873741134361,
"type": "Comment",
"author_id": 32358742915609,
"body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.\n\n\nRequest #1254058 \"Call with Tamy\" was closed and auto merged into this request. Last comment in request #1254058:",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.</p>\n<p dir=\"auto\">Request <a href=\"/agent/tickets/1254058\" target=\"_blank\" rel=\"ticket\">#1254058</a> \"Call with Tamy\" was closed and auto merged into this request. Last comment in request <a href=\"/agent/tickets/1254058\" target=\"_blank\" rel=\"ticket\">#1254058</a>:</p></div>",
"plain_body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier. \n Request #1254058 \"Call with Tamy\" was closed and auto merged into this request. Last comment in request #1254058:",
"public": false,
"attachments": [],
"audit_id": 57873781799961,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "system",
"source": {
"to": {},
"from": {
"ticket_id": null,
"subject": null,
"ticket_ids": [
1254058
]
},
"rel": "merge"
}
},
"created_at": "2026-05-13T06:40:44Z",
"metadata": {
"system": {
"location": "Seychelles",
"latitude": -4.5833,
"longitude": 55.6667
},
"custom": {}
}
},
{
"id": 57851524203417,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\nCall could not be transcribed or summarized. This can happen when audio is unclear, no speech is detected, or the language could not be identified.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><p dir=\"auto\">Call could not be transcribed or summarized. This can happen when audio is unclear, no speech is detected, or the language could not be identified.</p></div>",
"plain_body": "Call transcript: \n Call could not be transcribed or summarized. This can happen when audio is unclear, no speech is detected, or the language could not be identified.",
"public": false,
"attachments": [],
"audit_id": 57851532486809,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T13:52:13Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57851513273881,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+34675017926",
"to": "+34930343248",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9c9f04115c3a285cf36c5fa5bbd1ca93/twilio/voicemail/recording",
"recording_type": "voicemail",
"recorded": true,
"recording_consent_action": null,
"call_id": 57851464576793,
"call_duration": 54,
"answered_by_id": 55656840538137,
"started_at": "2026-05-12T13:51:13Z",
"location": "Spain",
"author_id": 55656840538137,
"public": true,
"brand_id": 32404259465241,
"via_id": 33,
"line_type": "phone",
"answered_by_name": "Tamy",
"transcription_status": "completed"
},
"formatted_from": "+34 675 017 926",
"formatted_to": "+34 93 034 32 48",
"transcription_visible": false,
"author_id": 55656840538137,
"body": "Voicemail from +34 675 017 926\nCall Details:\n\nCall from: +34 675 017 926\nCall to: +34 93 034 32 48\nTime of call: 2026-05-12 13:51:13 UTC\nLocation: Spain\nAnswered by: Tamy\nLength of phone call: 54 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9c9f04115c3a285cf36c5fa5bbd1ca93/twilio/voicemail/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Voicemail from +34 675 017 926\n<br>Call Details:</p>\n\n<p dir=\"auto\">Call from: +34 675 017 926\n<br>Call to: +34 93 034 32 48\n<br>Time of call: 2026-05-12 13:51:13 UTC\n<br>Location: Spain\n<br>Answered by: Tamy\n<br>Length of phone call: 54 seconds\n<br>Listen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9c9f04115c3a285cf36c5fa5bbd1ca93/twilio/voicemail/recording\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9c9f04115c3a285cf36c5fa5bbd1ca93/twilio/voicemail/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-12T13:52:08Z",
"audit_id": 57851513273753,
"via": {
"channel": "voice",
"source": {
"rel": "voicemail",
"from": {
"formatted_phone": "+34 675 017 926",
"phone": "+34675017926",
"name": "Tamy"
},
"to": {
"formatted_phone": "+34 93 034 32 48",
"phone": "+34930343248",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": ""
},
"custom": {}
}
},
{
"id": 57851511889817,
"type": "Comment",
"author_id": 55656840538137,
"body": "Call from: +34 675 017 926\nCall to: +34 93 034 32 48\nTime of call: May 12, 2026 at 1:51:13 PM UTC",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Call from: +34 675 017 926\n<br>Call to: +34 93 034 32 48\n<br>Time of call: May 12, 2026 at 1:51:13 PM UTC</p></div>",
"plain_body": "Call from: +34 675 017 926\n\nCall to: +34 93 034 32 48\n\nTime of call: May 12, 2026 at 1:51:13 PM UTC",
"public": false,
"attachments": [],
"audit_id": 57851511889689,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "voice",
"source": {
"rel": "voicemail",
"from": {
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"phone": "+34675017926",
"name": "Tamy"
},
"to": {
"formatted_phone": "+34 93 034 32 48",
"phone": "+34930343248",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"created_at": "2026-05-12T13:51:39Z",
"metadata": {
"system": {
"client": "",
"ip_address": ""
},
"custom": {}
}
}
],
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{
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"url": "https://rootglobal.zendesk.com/api/v2/users/32358742915609.json",
"name": "RT-SYS-Admin",
"email": "chase.yi@rootglobal.net",
"created_at": "2024-05-12T07:43:51Z",
"updated_at": "2026-05-14T03:36:32Z",
"time_zone": "Beijing",
"iana_time_zone": "Asia/Shanghai",
"phone": null,
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"photo": null,
"locale_id": 10,
"locale": "zh-cn",
"organization_id": 32358772428825,
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"last_login_at": "2026-05-14T03:06:31Z",
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"details": "",
"notes": "",
"role_type": 4,
"custom_role_id": 32358772232473,
"is_billing_admin": true,
"moderator": true,
"ticket_restriction": null,
"only_private_comments": false,
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"suspended": false,
"default_group_id": 34330106636441,
"report_csv": true,
"user_fields": {
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{
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"url": "https://rootglobal.zendesk.com/api/v2/users/33112287099929.json",
"name": "BL-Call Support-Joana",
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"updated_at": "2026-05-13T15:49:16Z",
"time_zone": "Beijing",
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"size": 2642,
"width": 80,
"height": 54,
"inline": false,
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"thumbnails": [
{
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"content_url": "https://rootglobal.zendesk.com/system/photos/57882026969241/screenshot_2026-05-13_18-30-391111_thumb.png",
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]
},
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