提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1251678",
"subject": "Call with Caller +1 (214) 803-4020",
"description": "Call from: +1 (214) 803-4020\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 2:24:18 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-12T14:24:36Z",
"updated_at": "2026-05-12T14:36:23Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: cx did not received the package",
"agents_notes": "Issue Details: cx did not received the package",
"category_field_id": "34154549939865",
"category_name": "Orders&Logistics::CO-Didn't ship due to exceptions",
"category_value": "orders_logistics__co-didn_t_ship_due_to_exceptions",
"category_zh": "异常导致未发货"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 3,
"voice": 3,
"system": 2
}
},
"messages": [
{
"conversation_id": "57852363033241",
"type": "Comment",
"created_at": "2026-05-12T14:36:23Z",
"author_id": "52121526395673",
"author_name": "CT-Kaysee",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: ib\nIssue Details: cx did not received the package\nResolution Offered: none\nCustomer Responses: hang up\nFollow-up Actions: None\nEscalation Details: N/A\n \n#JJ1662717"
},
{
"conversation_id": "57852338232089",
"type": "VoiceComment",
"created_at": "2026-05-12T14:34:05Z",
"author_id": "52121526395673",
"author_name": "CT-Kaysee",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +1 (214) 803-4020\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (214) 803-4020\nTime of call: 2026-05-12 14:27:42 UTC\nCalled by: CT-Kaysee\nLength of phone call: 6 minutes, 22 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc4f412be495e833268b8b83a97f06359/twilio/recording"
},
{
"conversation_id": "57852222570393",
"type": "Comment",
"created_at": "2026-05-12T14:27:58Z",
"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 #1251687 \"Call with Caller +1 (214) 803-4020\" was closed and auto merged into this request. Last comment in request #1251687:"
},
{
"conversation_id": "57852201910041",
"type": "Comment",
"created_at": "2026-05-12T14:27:22Z",
"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 #1251685 \"Call with Caller +1 (214) 803-4020\" was closed and auto merged into this request. Last comment in request #1251685:"
},
{
"conversation_id": "57852201689625",
"type": "Comment",
"created_at": "2026-05-12T14:27:16Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n The customer initiated the call but experienced audio difficulties, indicating trouble hearing the agent. The customer repeatedly asked if the agent could hear them and if they could hear the customer. No specific issue or request was mentioned beyond the communication problem. The conversation highlights a connectivity or audio issue preventing effective communication. No resolution or next steps were discussed in the transcript provided. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57852212822681",
"type": "Comment",
"created_at": "2026-05-12T14:27:13Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:01AgentHi. Thank you for calling. Hello? Hello? Hi.00:13AgentCan you hear me? Hello? Hello? I'm having a hard time hearing you. Hello?00:54AgentHello?\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57852209478425",
"type": "VoiceComment",
"created_at": "2026-05-12T14:26:58Z",
"author_id": "52121526395673",
"author_name": "CT-Kaysee",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (214) 803-4020\nCall Details:\n\nCall from: +1 (214) 803-4020\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 14:24:18 UTC\nLocation: Grand prairie, Texas, United States\nAnswered by: CT-Kaysee\nLength of phone call: 2 minutes, 39 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA67664c76e37faa15f2ee756fbc293dc0/twilio/call/recording"
},
{
"conversation_id": "57852152246041",
"type": "Comment",
"created_at": "2026-05-12T14:24:36Z",
"author_id": "57852178643097",
"author_name": "Caller +1 (214) 803-4020",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (214) 803-4020\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 2:24:18 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57852363033241,
"type": "Comment",
"author_id": 52121526395673,
"body": "Customer Communications: ib\nIssue Details: cx did not received the package\nResolution Offered: none\nCustomer Responses: hang up\nFollow-up Actions: None\nEscalation Details: N/A\n\n#JJ1662717",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: ib<br>Issue Details: cx did not received the package<br>Resolution Offered: none<br>Customer Responses: hang up<br>Follow-up Actions: None<br>Escalation Details: N/A<br> <br>#JJ1662717<br></div>",
"plain_body": "Customer Communications: ib\nIssue Details: cx did not received the package\nResolution Offered: none\nCustomer Responses: hang up\nFollow-up Actions: None\nEscalation Details: N/A\n \n#JJ1662717",
"public": false,
"attachments": [],
"audit_id": 57852363033113,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T14:36:23Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
"custom": {}
}
},
{
"id": 57852338232089,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+16198480676",
"to": "+12148034020",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc4f412be495e833268b8b83a97f06359/twilio/recording",
"recording_type": "call",
"recorded": true,
"recording_consent_action": null,
"call_id": 57852231329817,
"call_duration": 382,
"answered_by_id": 52121526395673,
"started_at": "2026-05-12T14:27:42Z",
"location": "",
"author_id": 52121526395673,
"public": true,
"brand_id": 32404259465241,
"via_id": 35,
"line_type": "phone",
"answered_by_name": "CT-Kaysee",
"transcription_status": "completed"
},
"formatted_from": "+1 (619) 848-0676",
"formatted_to": "+1 (214) 803-4020",
"transcription_visible": false,
"author_id": 52121526395673,
"body": "Outbound call to +1 (214) 803-4020\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (214) 803-4020\nTime of call: 2026-05-12 14:27:42 UTC\nCalled by: CT-Kaysee\nLength of phone call: 6 minutes, 22 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc4f412be495e833268b8b83a97f06359/twilio/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +1 (214) 803-4020<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (619) 848-0676<br>\nCall to: +1 (214) 803-4020<br>\nTime of call: 2026-05-12 14:27:42 UTC<br>\nCalled by: CT-Kaysee<br>\nLength of phone call: 6 minutes, 22 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc4f412be495e833268b8b83a97f06359/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc4f412be495e833268b8b83a97f06359/twilio/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-12T14:34:05Z",
"audit_id": 57852354263833,
"via": {
"channel": "voice",
"source": {
"rel": "outbound",
"from": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
},
"to": {
"formatted_phone": "+1 (214) 803-4020",
"phone": "+12148034020",
"name": "Caller +1 (214) 803-4020"
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": "",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
"custom": {}
}
},
{
"id": 57852222570393,
"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 #1251687 \"Call with Caller +1 (214) 803-4020\" was closed and auto merged into this request. Last comment in request #1251687:",
"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/1251687\" target=\"_blank\" rel=\"ticket\">#1251687</a> \"Call with Caller +1 (214) 803-4020\" was closed and auto merged into this request. Last comment in request <a href=\"/agent/tickets/1251687\" target=\"_blank\" rel=\"ticket\">#1251687</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 #1251687 \"Call with Caller +1 (214) 803-4020\" was closed and auto merged into this request. Last comment in request #1251687:",
"public": false,
"attachments": [],
"audit_id": 57852222570009,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "system",
"source": {
"to": {},
"from": {
"ticket_id": null,
"subject": null,
"ticket_ids": [
1251687
]
},
"rel": "merge"
}
},
"created_at": "2026-05-12T14:27:58Z",
"metadata": {
"system": {
"location": "Seychelles",
"latitude": -4.5833,
"longitude": 55.6667
},
"custom": {}
}
},
{
"id": 57852201910041,
"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 #1251685 \"Call with Caller +1 (214) 803-4020\" was closed and auto merged into this request. Last comment in request #1251685:",
"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/1251685\" target=\"_blank\" rel=\"ticket\">#1251685</a> \"Call with Caller +1 (214) 803-4020\" was closed and auto merged into this request. Last comment in request <a href=\"/agent/tickets/1251685\" target=\"_blank\" rel=\"ticket\">#1251685</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 #1251685 \"Call with Caller +1 (214) 803-4020\" was closed and auto merged into this request. Last comment in request #1251685:",
"public": false,
"attachments": [],
"audit_id": 57852201909913,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "system",
"source": {
"to": {},
"from": {
"ticket_id": null,
"subject": null,
"ticket_ids": [
1251685
]
},
"rel": "merge"
}
},
"created_at": "2026-05-12T14:27:22Z",
"metadata": {
"system": {
"location": "Seychelles",
"latitude": -4.5833,
"longitude": 55.6667
},
"custom": {}
}
},
{
"id": 57852201689625,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- The customer initiated the call but experienced audio difficulties, indicating trouble hearing the agent.\n- The customer repeatedly asked if the agent could hear them and if they could hear the customer.\n- No specific issue or request was mentioned beyond the communication problem.\n- The conversation highlights a connectivity or audio issue preventing effective communication.\n- No resolution or next steps were discussed in the transcript provided.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>The customer initiated the call but experienced audio difficulties, indicating trouble hearing the agent.</li><li>The customer repeatedly asked if the agent could hear them and if they could hear the customer.</li><li>No specific issue or request was mentioned beyond the communication problem.</li><li>The conversation highlights a connectivity or audio issue preventing effective communication.</li><li>No resolution or next steps were discussed in the transcript provided.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call summary: \n The customer initiated the call but experienced audio difficulties, indicating trouble hearing the agent. The customer repeatedly asked if the agent could hear them and if they could hear the customer. No specific issue or request was mentioned beyond the communication problem. The conversation highlights a connectivity or audio issue preventing effective communication. No resolution or next steps were discussed in the transcript provided. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
"public": false,
"attachments": [],
"audit_id": 57852185840537,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T14:27:16Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57852212822681,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:01** **Agent** Hi. Thank you for calling. Hello? Hello? Hi.\n**00:13** **Agent** Can you hear me? Hello? Hello? I'm having a hard time hearing you. Hello?\n**00:54** **Agent** Hello?\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Thank you for calling. Hello? Hello? Hi.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Can you hear me? Hello? Hello? I'm having a hard time hearing you. Hello?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello?</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:01AgentHi. Thank you for calling. Hello? Hello? Hi.00:13AgentCan you hear me? Hello? Hello? I'm having a hard time hearing you. Hello?00:54AgentHello?\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
"public": false,
"attachments": [],
"audit_id": 57852220636313,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T14:27:13Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57852209478425,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+12148034020",
"to": "+16198480676",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA67664c76e37faa15f2ee756fbc293dc0/twilio/call/recording",
"recording_type": "call",
"recorded": true,
"recording_consent_action": null,
"call_id": 57852177871129,
"call_duration": 159,
"answered_by_id": 52121526395673,
"started_at": "2026-05-12T14:24:18Z",
"location": "Grand prairie, Texas, United States",
"author_id": 52121526395673,
"public": true,
"brand_id": 32404259465241,
"via_id": 34,
"line_type": "phone",
"answered_by_name": "CT-Kaysee",
"transcription_status": "completed"
},
"formatted_from": "+1 (214) 803-4020",
"formatted_to": "+1 (619) 848-0676",
"transcription_visible": false,
"author_id": 52121526395673,
"body": "Inbound call from +1 (214) 803-4020\nCall Details:\n\nCall from: +1 (214) 803-4020\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 14:24:18 UTC\nLocation: Grand prairie, Texas, United States\nAnswered by: CT-Kaysee\nLength of phone call: 2 minutes, 39 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA67664c76e37faa15f2ee756fbc293dc0/twilio/call/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Inbound call from +1 (214) 803-4020<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (214) 803-4020<br>\nCall to: +1 (619) 848-0676<br>\nTime of call: 2026-05-12 14:24:18 UTC<br>\nLocation: Grand prairie, Texas, United States<br>\nAnswered by: CT-Kaysee<br>\nLength of phone call: 2 minutes, 39 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA67664c76e37faa15f2ee756fbc293dc0/twilio/call/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA67664c76e37faa15f2ee756fbc293dc0/twilio/call/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-12T14:26:58Z",
"audit_id": 57852209478297,
"via": {
"channel": "voice",
"source": {
"rel": "inbound",
"from": {
"formatted_phone": "+1 (214) 803-4020",
"phone": "+12148034020",
"name": "Caller +1 (214) 803-4020"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": "",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
"custom": {}
}
},
{
"id": 57852152246041,
"type": "Comment",
"author_id": 57852178643097,
"body": "Call from: +1 (214) 803-4020\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 2:24:18 PM UTC",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Call from: +1 (214) 803-4020\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: May 12, 2026 at 2:24:18 PM UTC</p></div>",
"plain_body": "Call from: +1 (214) 803-4020\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 2:24:18 PM UTC",
"public": false,
"attachments": [],
"audit_id": 57852152245913,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "voice",
"source": {
"rel": "inbound",
"from": {
"formatted_phone": "+1 (214) 803-4020",
"phone": "+12148034020",
"name": "Caller +1 (214) 803-4020"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"created_at": "2026-05-12T14:24:36Z",
"metadata": {
"system": {
"client": "",
"ip_address": ""
},
"custom": {}
}
}
],
"users": [
{
"id": 32358742915609,
"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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