提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1255468",
"subject": "Call with Caller +1 (561) 512-9450",
"description": "Call from: +1 (561) 512-9450\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 3:20:43 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-13T15:21:05Z",
"updated_at": "2026-05-13T15:28:14Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "cx asking for cancellation cause she will not receive it by the time the she will leave",
"agents_notes": "cx asking for cancellation cause she will not receive it by the time the she will leave",
"category_field_id": "34154549939865",
"category_name": "Orders&Logistics::CO-Bought less/more/wrong product",
"category_value": "orders_logistics__co-bought_less/more/wrong_product",
"category_zh": "买少/买多/买错商品"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 4,
"voice": 2
}
},
"messages": [
{
"conversation_id": "57888716648601",
"type": "Comment",
"created_at": "2026-05-13T15:28:14Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer called Momcozy shortly after placing an order (JJ1680858) to request cancellation because it would not ship before their trip. Agent requested order number and customer's email (ljordan7@une.edu) to verify the order. Agent confirmed cancellation of the order and initiated a full refund to the original payment method. Customer was informed the refund would take 3 to 5 business days to reflect. Agent promised to send a confirmation email about the cancellation and refund. Customer was also informed that a survey would be sent, and the agent encouraged participation. Customer expressed appreciation; the call ended on a positive note. \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": "57888692864793",
"type": "Comment",
"created_at": "2026-05-13T15:28:11Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:02AgentHi. Thank you for calling momcozy. How can I help you?00:06CustomerHi. Um, I just placed an order a couple minutes ago, and I realized that it's not gonna ship before I leave for my trip. So I wanted to see if I could cancel the order before it gets processed.00:18AgentOkay, ma'am. Uh, just give me a minute, ma'am. I'm gonna be checking whether if I can cancel your order. Can I have your order number, ma'am? JJ1680858.00:36AgentOkay. Got it, ma'am. So it's JJ1680858. Yes. Okay.00:44AgentJust give me a minute, ma'am. I'm gonna be checking this 1. Thank you.00:48CustomerOkay. Thank you.01:53AgentHello, ma'am? Hello?01:58CustomerHi. Yeah.01:59AgentYes, ma'am. Can you confirm to me your email that is associated with the order?02:04CustomerLjordan7@une.edu.02:07AgentOkay. Got it. So, ma'am, I already canceled your order, ma'am. I will gonna processing a refund, ma'am, to your original payment method. And for the refund, ma'am, it would take 3 to 5 business days for you to receive it or to reflect to your original payment method.02:22AgentOkay. Just stay on the line, ma'am. I'm just going to process everything. You're welcome, ma'am. I would be very quick on this 1.02:29AgentI will gonna also send you, ma'am, a confirmation email once I'm done.02:34CustomerOkay. Thank you.02:36AgentYou're welcome. So, ma'am, I was gonna be sending you an email, a confirmation email. So I already processed, ma'am, your full refund.06:10CustomerOkay. Perfect. Thank you so much. I appreciate it.06:13AgentOkay. You're welcome, ma'am. And then you will gonna be also be receiving, ma'am, a quick survey. I will gonna send it also to you. I would really appreciate if you could also take a moment answering a quick survey via email or phone via phone message, ma'am.06:30AgentOkay. No problem. Okay. You're welcome, ma'am. I already sent them the survey.06:35AgentThank you, ma'am. Have a wonderful day. You. You too. Bye bye.06:39AgentBye.\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": "57888754082329",
"type": "VoiceComment",
"created_at": "2026-05-13T15:27:54Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (561) 512-9450\nCall Details:\n\nCall from: +1 (561) 512-9450\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 15:20:43 UTC\nLocation: Palm beach, Florida, United States\nAnswered by: CT-Jona\nLength of phone call: 7 minutes, 10 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf8d163228b6b7a8f7a8c316e64dba05d/twilio/call/recording"
},
{
"conversation_id": "57888753533721",
"type": "Comment",
"created_at": "2026-05-13T15:27:43Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: ib \nIssue Details:\nResolution Offered:\nCustomer Responses:\nFollow-up Actions: None\nEscalation Details: N/A\n \n#JJ1680858"
},
{
"conversation_id": "57888752425113",
"type": "Comment",
"created_at": "2026-05-13T15:27:15Z",
"author_id": "51946493348505",
"author_name": "CT-Jona",
"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": "57888599920921",
"type": "Comment",
"created_at": "2026-05-13T15:21:05Z",
"author_id": "57888618895513",
"author_name": "Caller +1 (561) 512-9450",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (561) 512-9450\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 3:20:43 PM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57888716648601,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer called Momcozy shortly after placing an order (JJ1680858) to request cancellation because it would not ship before their trip.\n- Agent requested order number and customer's email (ljordan7@une.edu) to verify the order.\n- Agent confirmed cancellation of the order and initiated a full refund to the original payment method.\n- Customer was informed the refund would take 3 to 5 business days to reflect.\n- Agent promised to send a confirmation email about the cancellation and refund.\n- Customer was also informed that a survey would be sent, and the agent encouraged participation.\n- Customer expressed appreciation; the call ended on a positive note.\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 called Momcozy shortly after placing an order (JJ1680858) to request cancellation because it would not ship before their trip.</li><li>Agent requested order number and customer's email (ljordan7@une.edu) to verify the order.</li><li>Agent confirmed cancellation of the order and initiated a full refund to the original payment method.</li><li>Customer was informed the refund would take 3 to 5 business days to reflect.</li><li>Agent promised to send a confirmation email about the cancellation and refund.</li><li>Customer was also informed that a survey would be sent, and the agent encouraged participation.</li><li>Customer expressed appreciation; the call ended on a positive note.</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 called Momcozy shortly after placing an order (JJ1680858) to request cancellation because it would not ship before their trip. Agent requested order number and customer's email (ljordan7@une.edu) to verify the order. Agent confirmed cancellation of the order and initiated a full refund to the original payment method. Customer was informed the refund would take 3 to 5 business days to reflect. Agent promised to send a confirmation email about the cancellation and refund. Customer was also informed that a survey would be sent, and the agent encouraged participation. Customer expressed appreciation; the call ended on a positive note. \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": 57888692965145,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T15:28:14Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57888692864793,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Hi. Thank you for calling momcozy. How can I help you?\n**00:06** **Customer** Hi. Um, I just placed an order a couple minutes ago, and I realized that it's not gonna ship before I leave for my trip. So I wanted to see if I could cancel the order before it gets processed.\n**00:18** **Agent** Okay, ma'am. Uh, just give me a minute, ma'am. I'm gonna be checking whether if I can cancel your order. Can I have your order number, ma'am? JJ1680858.\n**00:36** **Agent** Okay. Got it, ma'am. So it's JJ1680858. Yes. Okay.\n**00:44** **Agent** Just give me a minute, ma'am. I'm gonna be checking this 1. Thank you.\n**00:48** **Customer** Okay. Thank you.\n**01:53** **Agent** Hello, ma'am? Hello?\n**01:58** **Customer** Hi. Yeah.\n**01:59** **Agent** Yes, ma'am. Can you confirm to me your email that is associated with the order?\n**02:04** **Customer** Ljordan7@une.edu.\n**02:07** **Agent** Okay. Got it. So, ma'am, I already canceled your order, ma'am. I will gonna processing a refund, ma'am, to your original payment method. And for the refund, ma'am, it would take 3 to 5 business days for you to receive it or to reflect to your original payment method.\n**02:22** **Agent** Okay. Just stay on the line, ma'am. I'm just going to process everything. You're welcome, ma'am. I would be very quick on this 1.\n**02:29** **Agent** I will gonna also send you, ma'am, a confirmation email once I'm done.\n**02:34** **Customer** Okay. Thank you.\n**02:36** **Agent** You're welcome. So, ma'am, I was gonna be sending you an email, a confirmation email. So I already processed, ma'am, your full refund.\n**06:10** **Customer** Okay. Perfect. Thank you so much. I appreciate it.\n**06:13** **Agent** Okay. You're welcome, ma'am. And then you will gonna be also be receiving, ma'am, a quick survey. I will gonna send it also to you. I would really appreciate if you could also take a moment answering a quick survey via email or phone via phone message, ma'am.\n**06:30** **Agent** Okay. No problem. Okay. You're welcome, ma'am. I already sent them the survey.\n**06:35** **Agent** Thank you, ma'am. Have a wonderful day. You. You too. Bye bye.\n**06:39** **Agent** Bye.\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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Thank you for calling momcozy. How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:06</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. Um, I just placed an order a couple minutes ago, and I realized that it's not gonna ship before I leave for my trip. So I wanted to see if I could cancel the order before it gets processed.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Uh, just give me a minute, ma'am. I'm gonna be checking whether if I can cancel your order. Can I have your order number, ma'am? JJ1680858.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Got it, ma'am. So it's JJ1680858. Yes. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just give me a minute, ma'am. I'm gonna be checking this 1. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:53</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, ma'am? Hello?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:58</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. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Can you confirm to me your email that is associated with the order?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Ljordan7@une.edu.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Got it. So, ma'am, I already canceled your order, ma'am. I will gonna processing a refund, ma'am, to your original payment method. And for the refund, ma'am, it would take 3 to 5 business days for you to receive it or to reflect to your original payment method.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Just stay on the line, ma'am. I'm just going to process everything. You're welcome, ma'am. I would be very quick on this 1.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I will gonna also send you, ma'am, a confirmation email once I'm done.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You're welcome. So, ma'am, I was gonna be sending you an email, a confirmation email. So I already processed, ma'am, your full refund.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Perfect. Thank you so much. I appreciate it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. You're welcome, ma'am. And then you will gonna be also be receiving, ma'am, a quick survey. I will gonna send it also to you. I would really appreciate if you could also take a moment answering a quick survey via email or phone via phone message, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. No problem. Okay. You're welcome, ma'am. I already sent them the survey.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you, ma'am. Have a wonderful day. You. You too. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye.</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: \n00:02AgentHi. Thank you for calling momcozy. How can I help you?00:06CustomerHi. Um, I just placed an order a couple minutes ago, and I realized that it's not gonna ship before I leave for my trip. So I wanted to see if I could cancel the order before it gets processed.00:18AgentOkay, ma'am. Uh, just give me a minute, ma'am. I'm gonna be checking whether if I can cancel your order. Can I have your order number, ma'am? JJ1680858.00:36AgentOkay. Got it, ma'am. So it's JJ1680858. Yes. Okay.00:44AgentJust give me a minute, ma'am. I'm gonna be checking this 1. Thank you.00:48CustomerOkay. Thank you.01:53AgentHello, ma'am? Hello?01:58CustomerHi. Yeah.01:59AgentYes, ma'am. Can you confirm to me your email that is associated with the order?02:04CustomerLjordan7@une.edu.02:07AgentOkay. Got it. So, ma'am, I already canceled your order, ma'am. I will gonna processing a refund, ma'am, to your original payment method. And for the refund, ma'am, it would take 3 to 5 business days for you to receive it or to reflect to your original payment method.02:22AgentOkay. Just stay on the line, ma'am. I'm just going to process everything. You're welcome, ma'am. I would be very quick on this 1.02:29AgentI will gonna also send you, ma'am, a confirmation email once I'm done.02:34CustomerOkay. Thank you.02:36AgentYou're welcome. So, ma'am, I was gonna be sending you an email, a confirmation email. So I already processed, ma'am, your full refund.06:10CustomerOkay. Perfect. Thank you so much. I appreciate it.06:13AgentOkay. You're welcome, ma'am. And then you will gonna be also be receiving, ma'am, a quick survey. I will gonna send it also to you. I would really appreciate if you could also take a moment answering a quick survey via email or phone via phone message, ma'am.06:30AgentOkay. No problem. Okay. You're welcome, ma'am. I already sent them the survey.06:35AgentThank you, ma'am. Have a wonderful day. You. You too. Bye bye.06:39AgentBye.\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": 57888692863001,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T15:28:11Z",
"metadata": {
"system": {
"client": "voice_service",
"ip_address": "127.0.0.6"
},
"custom": {}
}
},
{
"id": 57888754082329,
"type": "VoiceComment",
"public": true,
"data": {
"from": "+15615129450",
"to": "+16198480676",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf8d163228b6b7a8f7a8c316e64dba05d/twilio/call/recording",
"recording_type": "call",
"recorded": true,
"recording_consent_action": null,
"call_id": 57888603705241,
"call_duration": 430,
"answered_by_id": 51946493348505,
"started_at": "2026-05-13T15:20:43Z",
"location": "Palm beach, Florida, United States",
"author_id": 51946493348505,
"public": true,
"brand_id": 32404259465241,
"via_id": 34,
"line_type": "phone",
"answered_by_name": "CT-Jona",
"transcription_status": "completed"
},
"formatted_from": "+1 (561) 512-9450",
"formatted_to": "+1 (619) 848-0676",
"transcription_visible": false,
"author_id": 51946493348505,
"body": "Inbound call from +1 (561) 512-9450\nCall Details:\n\nCall from: +1 (561) 512-9450\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 15:20:43 UTC\nLocation: Palm beach, Florida, United States\nAnswered by: CT-Jona\nLength of phone call: 7 minutes, 10 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf8d163228b6b7a8f7a8c316e64dba05d/twilio/call/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Inbound call from +1 (561) 512-9450<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (561) 512-9450<br>\nCall to: +1 (619) 848-0676<br>\nTime of call: 2026-05-13 15:20:43 UTC<br>\nLocation: Palm beach, Florida, United States<br>\nAnswered by: CT-Jona<br>\nLength of phone call: 7 minutes, 10 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf8d163228b6b7a8f7a8c316e64dba05d/twilio/call/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf8d163228b6b7a8f7a8c316e64dba05d/twilio/call/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-13T15:27:54Z",
"audit_id": 57888754081945,
"via": {
"channel": "voice",
"source": {
"rel": "inbound",
"from": {
"formatted_phone": "+1 (561) 512-9450",
"phone": "+15615129450",
"name": "ljordan7"
},
"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": 57888753533721,
"type": "Comment",
"author_id": 51946493348505,
"body": "Customer Communications: ib\nIssue Details:\nResolution Offered:\nCustomer Responses:\nFollow-up Actions: None\nEscalation Details: N/A\n\n#JJ1680858",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: ib <br>Issue Details:<br>Resolution Offered:<br>Customer Responses:<br>Follow-up Actions: None<br>Escalation Details: N/A<br> <br>#JJ1680858<br> <br></div>",
"plain_body": "Customer Communications: ib \nIssue Details:\nResolution Offered:\nCustomer Responses:\nFollow-up Actions: None\nEscalation Details: N/A\n \n#JJ1680858\n ",
"public": false,
"attachments": [],
"audit_id": 57888753533593,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T15:27:43Z",
"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": 57888752425113,
"type": "Comment",
"author_id": 51946493348505,
"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": 57888752424985,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "ljordan7@une.edu",
"name": "ljordan7"
},
"rel": null
}
},
"created_at": "2026-05-13T15:27:15Z",
"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": 57888599920921,
"type": "Comment",
"author_id": 57888618895513,
"body": "Call from: +1 (561) 512-9450\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 3:20:43 PM UTC",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Call from: +1 (561) 512-9450\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: May 13, 2026 at 3:20:43 PM UTC</p></div>",
"plain_body": "Call from: +1 (561) 512-9450\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 3:20:43 PM UTC",
"public": false,
"attachments": [],
"audit_id": 57888599920793,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "voice",
"source": {
"rel": "inbound",
"from": {
"formatted_phone": "+1 (561) 512-9450",
"phone": "+15615129450",
"name": "ljordan7"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"created_at": "2026-05-13T15:21:05Z",
"metadata": {
"system": {
"client": "",
"ip_address": ""
},
"custom": {}
}
}
],
"users": [
{
"id": 51946493348505,
"url": "https://rootglobal.zendesk.com/api/v2/users/51946493348505.json",
"name": "CT-Jona",
"email": "root-support-jk01@rootglobal.net",
"created_at": "2025-10-29T01:34:02Z",
"updated_at": "2026-05-13T18:55:41Z",
"time_zone": "Hong Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": "+1 (614) 813-9354",
"shared_phone_number": false,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "agent",
"verified": true,
"external_id": null,
"tags": [],
"alias": "Jona",
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": "2026-05-13T13:05:28Z",
"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": 43454942807577,
"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": 57888618895513,
"url": "https://rootglobal.zendesk.com/api/v2/users/57888618895513.json",
"name": "Caller +1 (561) 512-9450",
"email": null,
"created_at": "2026-05-13T15:21:05Z",
"updated_at": "2026-05-13T15:21:05Z",
"time_zone": "Asia/Hong_Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": "+15615129450",
"shared_phone_number": false,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "end-user",
"verified": true,
"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": 6
}