提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252387",
"subject": "Voicemail from: Caller +1 (214) 803-4020",
"description": "Call from: +1 (214) 803-4020\\nTime of call: May 12, 2026 at 5:52:33 PM UTC",
"status": "solved",
"priority": "high",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-12T17:53:47Z",
"updated_at": "2026-05-12T21:48:31Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Madelinek2003@gmail.com\nreturn to sender\n#JJ1662717",
"agents_notes": "Madelinek2003@gmail.com\nreturn to sender\n#JJ1662717",
"category_field_id": "34154549939865",
"category_name": "Orders&Logistics::LI-Package returned to sender",
"category_value": "orders_logistics__li-package_returned_to_sender",
"category_zh": "包裹退回寄件人"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 3,
"system": 1,
"voice": 1
}
},
"messages": [
{
"conversation_id": "57857303617433",
"type": "VoiceComment",
"created_at": "2026-05-12T21:48:31Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "system",
"public": true,
"recording_type": "call",
"text": "Request #1252981 \"Call with Caller +1 (214) 803-4020\" was closed and merged into this request. Last comment in request #1252981:\r\n\r\nOutbound call to +1 (214) 803-4020\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (214) 803-4020\nTime of call: 2026-05-12T21:40:00Z\nCalled by: CT-Krizell\nLength of phone call: 5 minutes, 16 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA96ff3bbdadacee47998a5cb004c0bbfb/twilio/recording"
},
{
"conversation_id": "57857243162137",
"type": "Comment",
"created_at": "2026-05-12T21:48:00Z",
"author_id": "42731096400153",
"author_name": "CT-Krizell",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hi, \n \nI hope you're having a great day!\n \nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n \nIf you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help!\n \nWarm regards,\nMomcozy Customer Support\n \nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime."
},
{
"conversation_id": "57855095952281",
"type": "Comment",
"created_at": "2026-05-12T17:53:53Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer Madeline Kaye contacted support regarding pump parts ordered via the Momcozy app. The order was shipped through USPS, but delivery failed because she does not have a mailbox. She requests the parts to be shipped again to a different address. Provided contact details: phone number (214) 803-4020 and email Madelinek2003@Gmail.com. Customer asked for a callback to resolve the issue. \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": "57855124402969",
"type": "Comment",
"created_at": "2026-05-12T17:53:52Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:02CustomerHi. My name is Madeline Kaye, um, and my phone number is (214) 803-4020. Um, I am calling because I had ordered pump parts on the momcozy app. I didn't realize it was through USPS, and I currently don't have a mailbox. And when it got delivered, they couldn't deliver because I don't have a mailbox, and I was needing to get those parts shipped again through a different address.00:31CustomerIf you can call me back again at (214) 803-4020. My email is Madelinek2003@Gmail.com.\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": "57855095796121",
"type": "VoiceComment",
"created_at": "2026-05-12T17:53:47Z",
"author_id": "57852178643097",
"author_name": "Caller +1 (214) 803-4020",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail 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 17:52:33 UTC\nLocation: Grand prairie, Texas, United States\nAnswered by: Caller +1 (214) 803-4020\nLength of phone call: 1 minute, 12 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc166a4059781267a3e4b5375867afd63/twilio/voicemail/recording"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57857303617433,
"type": "VoiceComment",
"via": {
"channel": "system",
"source": {
"to": {},
"from": {
"ticket_id": null,
"subject": null,
"ticket_ids": [
1252981
]
},
"rel": "merge"
}
},
"public": true,
"data": {
"from": "+16198480676",
"to": "+12148034020",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA96ff3bbdadacee47998a5cb004c0bbfb/twilio/recording",
"recording_type": "call",
"recorded": true,
"recording_consent_action": null,
"call_id": 57857212667161,
"call_duration": 316,
"answered_by_id": 42731096400153,
"started_at": "2026-05-12T21:40:00Z",
"location": "",
"author_id": 42731096400153,
"public": true,
"brand_id": 32404259465241,
"via_id": 35,
"line_type": "phone",
"answered_by_name": "CT-Krizell",
"transcription_status": "completed",
"merged": true
},
"formatted_from": "+1 (619) 848-0676",
"formatted_to": "+1 (214) 803-4020",
"transcription_visible": false,
"author_id": 42731096400153,
"body": "Request #1252981 \"Call with Caller +1 (214) 803-4020\" was closed and merged into this request. Last comment in request #1252981:\r\n\r\nOutbound call to +1 (214) 803-4020\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (214) 803-4020\nTime of call: 2026-05-12T21:40:00Z\nCalled by: CT-Krizell\nLength of phone call: 5 minutes, 16 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA96ff3bbdadacee47998a5cb004c0bbfb/twilio/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Request <a href=\"/agent/tickets/1252981\" target=\"_blank\" rel=\"ticket\">#1252981</a> \"Call with Caller +1 (214) 803-4020\" was closed and merged into this request. Last comment in request <a href=\"/agent/tickets/1252981\" target=\"_blank\" rel=\"ticket\">#1252981</a>:</p>\n<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: 2026-05-12T21:40:00Z<br>\nCalled by: CT-Krizell<br>\nLength of phone call: 5 minutes, 16 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA96ff3bbdadacee47998a5cb004c0bbfb/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA96ff3bbdadacee47998a5cb004c0bbfb/twilio/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-12T21:48:31Z",
"audit_id": 57857303616793,
"metadata": {
"system": {
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
"custom": {}
}
},
{
"id": 57857243162137,
"type": "Comment",
"author_id": 42731096400153,
"body": "Hi,\n\nI hope you're having a great day!\n\nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n\nIf you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help!\n\nWarm regards,\nMomcozy Customer Support\n\nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi, <br> <br>I hope you're having a great day!<br> <br>A refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.<br> <br>If you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help!<br> <br>Warm regards,<br>Momcozy Customer Support<br> <br>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime. <br></div>",
"plain_body": "Hi, \n \nI hope you're having a great day!\n \nA refund request has been submitted for you, and you can expect to receive it within 3-5 business days. The refund will be credited back to the payment method you used for your purchase.\n \nIf you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help!\n \nWarm regards,\nMomcozy Customer Support\n \nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime. ",
"public": true,
"attachments": [],
"audit_id": 57857243162009,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "madelynkay2003@gmail.com",
"name": "Name_81019"
},
"rel": null
}
},
"created_at": "2026-05-12T21:48:00Z",
"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": 57855095952281,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer Madeline Kaye contacted support regarding pump parts ordered via the Momcozy app.\n- The order was shipped through USPS, but delivery failed because she does not have a mailbox.\n- She requests the parts to be shipped again to a different address.\n- Provided contact details: phone number (214) 803-4020 and email Madelinek2003@Gmail.com.\n- Customer asked for a callback to resolve the issue.\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>Customer Madeline Kaye contacted support regarding pump parts ordered via the Momcozy app.</li><li>The order was shipped through USPS, but delivery failed because she does not have a mailbox.</li><li>She requests the parts to be shipped again to a different address.</li><li>Provided contact details: phone number (214) 803-4020 and email Madelinek2003@Gmail.com.</li><li>Customer asked for a callback to resolve the issue.</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 Customer Madeline Kaye contacted support regarding pump parts ordered via the Momcozy app. The order was shipped through USPS, but delivery failed because she does not have a mailbox. She requests the parts to be shipped again to a different address. Provided contact details: phone number (214) 803-4020 and email Madelinek2003@Gmail.com. Customer asked for a callback to resolve the issue. \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": 57855095952153,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T17:53:53Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57855124402969,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:02** **Customer** Hi. My name is Madeline Kaye, um, and my phone number is (214) 803-4020. Um, I am calling because I had ordered pump parts on the momcozy app. I didn't realize it was through USPS, and I currently don't have a mailbox. And when it got delivered, they couldn't deliver because I don't have a mailbox, and I was needing to get those parts shipped again through a different address.\n**00:31** **Customer** If you can call me back again at (214) 803-4020. My email is Madelinek2003@Gmail.com.\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>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. My name is Madeline Kaye, um, and my phone number is (214) 803-4020. Um, I am calling because I had ordered pump parts on the momcozy app. I didn't realize it was through USPS, and I currently don't have a mailbox. And when it got delivered, they couldn't deliver because I don't have a mailbox, and I was needing to get those parts shipped again through a different address.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">If you can call me back again at (214) 803-4020. My email is Madelinek2003@Gmail.com.</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: \n00:02CustomerHi. My name is Madeline Kaye, um, and my phone number is (214) 803-4020. Um, I am calling because I had ordered pump parts on the momcozy app. I didn't realize it was through USPS, and I currently don't have a mailbox. And when it got delivered, they couldn't deliver because I don't have a mailbox, and I was needing to get those parts shipped again through a different address.00:31CustomerIf you can call me back again at (214) 803-4020. My email is Madelinek2003@Gmail.com.\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": 57855110372505,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T17:53:52Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57855095796121,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+12148034020",
"to": "+16198480676",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc166a4059781267a3e4b5375867afd63/twilio/voicemail/recording",
"recording_type": "voicemail",
"recorded": true,
"recording_consent_action": null,
"call_id": 57855108272537,
"call_duration": 72,
"answered_by_id": 57852178643097,
"started_at": "2026-05-12T17:52:33Z",
"location": "Grand prairie, Texas, United States",
"author_id": 57852178643097,
"public": true,
"brand_id": 32404259465241,
"via_id": 33,
"line_type": "phone",
"answered_by_name": "Caller +1 (214) 803-4020",
"transcription_status": "completed"
},
"formatted_from": "+1 (214) 803-4020",
"formatted_to": "+1 (619) 848-0676",
"transcription_visible": false,
"author_id": 57852178643097,
"body": "Voicemail 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 17:52:33 UTC\nLocation: Grand prairie, Texas, United States\nAnswered by: Caller +1 (214) 803-4020\nLength of phone call: 1 minute, 12 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc166a4059781267a3e4b5375867afd63/twilio/voicemail/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Voicemail from +1 (214) 803-4020\n<br>Call Details:</p>\n\n<p dir=\"auto\">Call from: +1 (214) 803-4020\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: 2026-05-12 17:52:33 UTC\n<br>Location: Grand prairie, Texas, United States\n<br>Answered by: Caller +1 (214) 803-4020\n<br>Length of phone call: 1 minute, 12 seconds\n<br>Listen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc166a4059781267a3e4b5375867afd63/twilio/voicemail/recording\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAc166a4059781267a3e4b5375867afd63/twilio/voicemail/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-12T17:53:47Z",
"audit_id": 57855095795993,
"via": {
"channel": "voice",
"source": {
"rel": "voicemail",
"from": {
"formatted_phone": "+1 (214) 803-4020",
"phone": "+12148034020",
"name": "Name_81019"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": ""
},
"custom": {}
}
}
],
"users": [
{
"id": 42731096400153,
"url": "https://rootglobal.zendesk.com/api/v2/users/42731096400153.json",
"name": "CT-Krizell",
"email": "root-support-33@rootglobal.net",
"created_at": "2025-01-24T06:45:29Z",
"updated_at": "2026-05-13T13:33:05Z",
"time_zone": "Hong Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
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"tags": [],
"alias": "Krizell",
"active": true,
"shared": false,
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"last_login_at": "2026-05-13T12:02:40Z",
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"signature": "",
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"notes": "",
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"phone": null,
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"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
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},
{
"id": 57852178643097,
"url": "https://rootglobal.zendesk.com/api/v2/users/57852178643097.json",
"name": "Caller +1 (214) 803-4020",
"email": "madelinek2003@gmail.com",
"created_at": "2026-05-12T14:24:35Z",
"updated_at": "2026-05-12T21:39:50Z",
"time_zone": "Asia/Hong_Kong",
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}
],
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"count": 5
}