conversation_raw_json
{
"conversations": [
{
"id": 57878830341529,
"type": "Comment",
"author_id": 52224980594457,
"body": "Hello,\n\nWe appreciate the details provided and are grateful for the chance to rectify the situation. 😊️\n\n**☺️ To better analyze the issue you're experiencing, could you please kindly share the following information with us? **\n**✨️** **Please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN (Serial Number) on the box to obtain the UDI (we recommend Google Chrome for this).** **If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.**\n\n💟 **Could you please share two comparison videos: one showing the correct arrow indicator after installation, and the other showing an incorrect one?**\nIf the video file is too large, please upload it to \"WeTransfer\" for easy sharing. Thank you for your understanding and cooperation. **https://wetransfer.com/**\n\nAfter confirmation, we would like to resend the replacement to you. Please let us know your latest delivery address in the following format.\n**Full Name:**\n**Country:**\n**State/Province:**\n**City:**\n**Zip Code:**\n**Street Address:**\n**Phone Number:**\n\nWe hope this resolution meets your expectations, and we appreciate your continued trust in our service.\n\nHave a great day! 💓️\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>We appreciate the details provided and are grateful for the chance to rectify the situation. 😊️<br> <br><span style=\"background-color: rgb(209,29,181); color: rgb(255,255,255);\"><strong>☺️ To better analyze the issue you're experiencing, could you please kindly share the following information with us? </strong></span><br><strong>✨️ </strong><span style=\"color: rgb(1,135,71);\"><strong>Please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN (Serial Number) on the box to obtain the UDI (we recommend Google Chrome for this).</strong></span><strong> </strong><span style=\"color: rgb(188,90,16);\"><strong>If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.</strong></span><br> <br>💟<span style=\"color: #096ECC;\"><strong> Could you please share two comparison videos: one showing the correct arrow indicator after installation, and the other showing an incorrect one?</strong></span><br>If the video file is too large, please upload it to \"WeTransfer\" for easy sharing. Thank you for your understanding and cooperation. <a rel=\"noopener noreferrer\" href=\"https://wetransfer.com/\"><strong>https://wetransfer.com/</strong></a><br> <br>After confirmation, we would like to resend the replacement to you. Please let us know your latest delivery address in the following format.<br><span style=\"color: rgb(209,29,181);\"><strong>Full Name:</strong></span><br><span style=\"color: rgb(209,29,181);\"><strong>Country:</strong></span><br><span style=\"color: rgb(209,29,181);\"><strong>State/Province:</strong></span><br><span style=\"color: rgb(209,29,181);\"><strong>City:</strong></span><br><span style=\"color: rgb(209,29,181);\"><strong>Zip Code:</strong></span><br><span style=\"color: rgb(209,29,181);\"><strong>Street Address:</strong></span><br><span style=\"color: rgb(209,29,181);\"><strong>Phone Number:</strong></span><br> <br>We hope this resolution meets your expectations, and we appreciate your continued trust in our service.<br> <br>Have a great day! 💓️<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nWe appreciate the details provided and are grateful for the chance to rectify the situation. 😊️\n \n☺️ To better analyze the issue you're experiencing, could you please kindly share the following information with us? \n✨️ Please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN (Serial Number) on the box to obtain the UDI (we recommend Google Chrome for this). If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n \n💟 Could you please share two comparison videos: one showing the correct arrow indicator after installation, and the other showing an incorrect one?\nIf the video file is too large, please upload it to \"WeTransfer\" for easy sharing. Thank you for your understanding and cooperation. https://wetransfer.com/\n \nAfter confirmation, we would like to resend the replacement to you. Please let us know your latest delivery address in the following format.\nFull Name:\nCountry:\nState/Province:\nCity:\nZip Code:\nStreet Address:\nPhone Number:\n \nWe hope this resolution meets your expectations, and we appreciate your continued trust in our service.\n \nHave a great day! 💓️\n \nBest regards,\nMomcozy Customer Support Team",
"public": true,
"attachments": [],
"audit_id": 57878830341401,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "eimearorourke9@gmail.com",
"name": "Eimearorourke9"
},
"rel": null
}
},
"created_at": "2026-05-13T08:53:40Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Seychelles",
"latitude": -4.5833,
"longitude": 55.6667
},
"custom": {}
}
},
{
"id": 57875526460825,
"type": "Comment",
"author_id": 50230161965337,
"body": "Hi there,\n\nWe hope this message finds you well.\n\nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n\nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n\nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n\nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi there,<br> <br>We hope this message finds you well.<br> <br>We are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.<br> <br>To ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.<br> <br>Rest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.<br> <br>Thank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hi there,\n \nWe hope this message finds you well.\n \nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n \nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n \nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n \nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n \nBest regards,\nMomcozy Customer Support Team",
"public": true,
"attachments": [],
"audit_id": 57875526460697,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "eimearorourke9@gmail.com",
"name": "Eimearorourke9"
},
"rel": null
}
},
"created_at": "2026-05-13T07:25:56Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Seychelles",
"latitude": -4.5833,
"longitude": 55.6667
},
"custom": {}
}
},
{
"id": 57855515144729,
"type": "Comment",
"author_id": 57855515133593,
"body": "Hello, \n\nI purchased the Momcozy M9 Mobile Breast Pump Double in January and I love it. \nI have just changed the milk collection containers to one of the spares and I’ve noticed it does not work unfortunately. \nThe lock system is not engaging. Please see attached photo. The arrow on the lid doesn’t stop at the lock emoji on collector. \n\nI ordered the pump from a local distributor. Please see order confirmation in attached photo. \nIs it possible to receive a replacement collector? \nThank you\nEimear\nimage0.jpeg\nimage1.png\nSent from my iPhone",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Hello, </p>\n\n<p dir=\"auto\">I purchased the Momcozy M9 Mobile Breast Pump Double in January and I love it. \n<br>I have just changed the milk collection containers to one of the spares and I’ve noticed it does not work unfortunately. \n<br>The lock system is not engaging. Please see attached photo. The arrow on the lid doesn’t stop at the lock emoji on collector. </p>\n\n<p dir=\"auto\">I ordered the pump from a local distributor. Please see order confirmation in attached photo. \n<br>Is it possible to receive a replacement collector? \n<br>Thank you\n<br>Eimear\n<br>image0.jpeg\n<br>image1.png\n<br>Sent from my iPhone</p></div>",
"plain_body": "Hello, \n\n I purchased the Momcozy M9 Mobile Breast Pump Double in January and I love it. \n\nI have just changed the milk collection containers to one of the spares and I’ve noticed it does not work unfortunately. \n\nThe lock system is not engaging. Please see attached photo. The arrow on the lid doesn’t stop at the lock emoji on collector. \n\n I ordered the pump from a local distributor. Please see order confirmation in attached photo. \n\nIs it possible to receive a replacement collector? \n\nThank you\n\nEimear\n\nimage0.jpeg\n\nimage1.png\n\nSent from my iPhone",
"public": true,
"attachments": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57855515147417.json",
"id": 57855515147417,
"file_name": "image0.jpeg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/4N9WmCvi5IxfHE4J6UR8tK48y/?name=image0.jpeg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/4N9WmCvi5IxfHE4J6UR8tK48y/?name=image0.jpeg",
"content_type": "image/jpeg",
"size": 2889588,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57855529808793.json",
"id": 57855529808793,
"file_name": "image0_thumb.jpeg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/aaCKFRbfIi6MwXkoq1DPzkdDK/?name=image0_thumb.jpeg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/aaCKFRbfIi6MwXkoq1DPzkdDK/?name=image0_thumb.jpeg",
"content_type": "image/jpeg",
"size": 2566,
"width": 80,
"height": 60,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
},
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57855515149209.json",
"id": 57855515149209,
"file_name": "image1.png",
"content_url": "https://rootglobal.zendesk.com/attachments/token/y0agLRK7wqiuzcIHREIIdi4yM/?name=image1.png",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/y0agLRK7wqiuzcIHREIIdi4yM/?name=image1.png",
"content_type": "image/png",
"size": 670272,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57855505173401.json",
"id": 57855505173401,
"file_name": "image1_thumb.png",
"content_url": "https://rootglobal.zendesk.com/attachments/token/pjVtHmIVGVXkTuax34aPfbkzD/?name=image1_thumb.png",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/pjVtHmIVGVXkTuax34aPfbkzD/?name=image1_thumb.png",
"content_type": "image/png",
"size": 10420,
"width": 37,
"height": 80,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
}
],
"audit_id": 57855515144601,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "email",
"source": {
"from": {
"address": "eimearorourke9@gmail.com",
"name": "Eimearorourke9",
"original_recipients": [
"eimearorourke9@gmail.com",
"support@momcozy.com"
]
},
"to": {
"name": "Momcozy support",
"address": "support@momcozy.com"
},
"rel": null
}
},
"created_at": "2026-05-12T18:34:07Z",
"metadata": {
"system": {
"message_id": "<402218DF-59CB-462A-A20F-D57AD4358B1A@gmail.com>",
"client": "iPhone Mail (23C55)",
"email_id": "01KREQF9WZR7FNA9470X366X1W",
"ip_address": "51.171.119.192",
"raw_email_identifier": "20869961/b617d219-b049-4997-87d0-bbfb1e2f612c.eml",
"json_email_identifier": "20869961/b617d219-b049-4997-87d0-bbfb1e2f612c.json",
"eml_redacted": false,
"location": "Kilkenny, L, Ireland",
"latitude": 52.6596,
"longitude": -7.2546
},
"custom": {},
"suspension_type_id": null
}
}
],
"users": [
{
"id": 50230161965337,
"url": "https://rootglobal.zendesk.com/api/v2/users/50230161965337.json",
"name": "RT-CD-Pump-Trista",
"email": "trista.du@rootglobal.net",
"created_at": "2025-08-29T09:09:53Z",
"updated_at": "2026-05-14T00:59:37Z",
"time_zone": "Hong Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "agent",
"verified": true,
"external_id": null,
"tags": [],
"alias": "Trista",
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": "2026-05-14T00:59:33Z",
"two_factor_auth_enabled": false,
"signature": "",
"details": "",
"notes": "",
"role_type": 0,
"custom_role_id": 32522474586777,
"is_billing_admin": false,
"moderator": false,
"ticket_restriction": null,
"only_private_comments": false,
"restricted_agent": false,
"suspended": false,
"default_group_id": 54187745815705,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
},
{
"id": 52224980594457,
"url": "https://rootglobal.zendesk.com/api/v2/users/52224980594457.json",
"name": "RT-B2B-Della",
"email": "della.liu@rootglobal.net",
"created_at": "2025-11-07T04:26:19Z",
"updated_at": "2026-05-14T01:35:18Z",
"time_zone": "Hong Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "agent",
"verified": true,
"external_id": null,
"tags": [],
"alias": "Della",
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": "2026-05-14T01:13:32Z",
"two_factor_auth_enabled": false,
"signature": "",
"details": "",
"notes": "",
"role_type": 0,
"custom_role_id": 32522474586777,
"is_billing_admin": false,
"moderator": false,
"ticket_restriction": null,
"only_private_comments": false,
"restricted_agent": false,
"suspended": false,
"default_group_id": 32981618076825,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
},
{
"id": 57855515133593,
"url": "https://rootglobal.zendesk.com/api/v2/users/57855515133593.json",
"name": "Eimearorourke9",
"email": "eimearorourke9@gmail.com",
"created_at": "2026-05-12T18:34:06Z",
"updated_at": "2026-05-12T18:34:06Z",
"time_zone": "Asia/Hong_Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "end-user",
"verified": false,
"external_id": null,
"tags": [],
"alias": null,
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": null,
"two_factor_auth_enabled": null,
"signature": null,
"details": null,
"notes": null,
"role_type": null,
"custom_role_id": null,
"is_billing_admin": null,
"moderator": false,
"ticket_restriction": "requested",
"only_private_comments": false,
"restricted_agent": true,
"suspended": false,
"default_group_id": null,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
}
],
"next_page": null,
"previous_page": null,
"count": 3
}