回复：对再次打扰您关于此问题的进度表示抱歉

{
  "ticket": {
    "ticket_id": "1255544",
    "subject": "Re: We apologize for bothering you again about your issue",
    "description": "This is a follow-up to your previous request #1013014 \"Camera replacement\"\n\nHello,\n\nI am encountering an issue with the replacement. The screen is stuck at 32F degrees again. Is that a common issue with this baby monitor ?",
    "status": "open",
    "priority": "normal",
    "product_model": "",
    "created_at": "2026-05-13T15:43:04Z",
    "updated_at": "2026-05-14T03:05:54Z"
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    "agents_notes_label": "退回分析\n\nFull name: Jaqueline Perez\naddress: 27662 Aliso Creek Rd apt 7112, Aliso Viejo, CA 92656\nPhone number: 714-650-9337",
    "agents_notes": "退回分析\n\nFull name: Jaqueline Perez\naddress: 27662 Aliso Creek Rd apt 7112, Aliso Viejo, CA 92656\nPhone number: 714-650-9337",
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    "category_name": "EPI::Temperature display abnormal",
    "category_value": "epi__temperature_display_abnormal",
    "category_zh": "温度显示异常"
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      "type": "Comment",
      "created_at": "2026-05-14T03:05:54Z",
      "author_id": "50252388519065",
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      "text": "Can you send me the instructions please"
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      "type": "Comment",
      "created_at": "2026-05-14T03:03:52Z",
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      "author_name": "RT-CD-Nursing-Jackson",
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      "text": "Hi there,\n \nHope everything is going well.\n \nThank you for your feedback again. We understand that the screen temperature of your replaced device is stuck at 32°F again, which must be very frustrating for you.\n \nRegarding your issue, we would like to inform you that this is indeed a known software display issue for this model of device. Our technical team is working hard to resolve it.\n \nPlease try again the troubleshooting steps provided in our previous email (including disconnecting and reconnecting, resetting, checking the power supply, etc.). If these methods still do not resolve the issue, please feel free to contact us, and we will arrange further solutions for you.\n \nWe sincerely apologize for any continued inconvenience this issue may cause. Thank you for your patience and understanding. We look forward to your reply.\n \nBest regards,\nMomcozy Customer Support Team"
    },
    {
      "conversation_id": "57888932060057",
      "type": "Comment",
      "created_at": "2026-05-13T15:43:04Z",
      "author_id": "50252388519065",
      "author_name": "Jacky Perez",
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      "text": "This is a follow-up to your previous request #1013014 \"Camera replacement\" \n Hello, \n I am encountering an issue with the replacement. The screen is stuck at 32F degrees again. Is that a common issue with this baby monitor ?"
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{
  "translated_subject": "回复：对再次打扰您关于此问题的进度表示抱歉",
  "translated_description": "这是对您之前请求 #1013014 “更换摄像头”的后续跟进。\n\n您好，\n\n我在更换后的设备上遇到了一个问题。屏幕再次卡在 32°F。这是这款婴儿监护仪的常见问题吗？",
  "translated_agents_notes": "退回分析\n\n全名：Jaqueline Perez\n地址：27662 Aliso Creek Rd apt 7112, Aliso Viejo, CA 92656\n电话号码：714-650-9337",
  "translated_category_label": "温度显示异常",
  "translated_messages": [
    {
      "conversation_id": "57902036608537",
      "created_at": "2026-05-14T03:05:54Z",
      "sender_type": "customer",
      "author_name": "Jacky Perez",
      "channel": "email",
      "translated_text": "请把说明书发给我好吗？"
    },
    {
      "conversation_id": "57901967615257",
      "created_at": "2026-05-14T03:03:52Z",
      "sender_type": "agent",
      "author_name": "RT-CD-Nursing-Jackson",
      "channel": "web",
      "translated_text": "您好，\n \n希望一切顺利。\n \n再次感谢您的反馈。我们了解到您更换后的设备屏幕温度再次卡在 32°F，这一定让您感到非常困扰。\n \n关于您的问题，我们想告知您，这确实是该型号设备已知的软件显示问题。我们的技术团队正在努力解决它。\n \n请再次尝试我们之前邮件中提供的故障排查步骤（包括断开并重新连接、重置、检查电源等）。如果这些方法仍无法解决问题，请随时联系我们，我们将为您安排进一步的解决方案。\n \n对于此问题可能持续给您带来的不便，我们深表歉意。感谢您的耐心与理解。期待您的回复。\n \n顺祝商祺，\nMomcozy 客户支持团队"
    },
    {
      "conversation_id": "57888932060057",
      "created_at": "2026-05-13T15:43:04Z",
      "sender_type": "customer",
      "author_name": "Jacky Perez",
      "channel": "web",
      "translated_text": "这是对您之前请求 #1013014 “更换摄像头”的后续跟进 \n 您好， \n 我在更换后的设备上遇到了一个问题。屏幕再次卡在 32°F。这是这款婴儿监护仪的常见问题吗？"
    }
  ],
  "chinese_reading_text": "【标题】: 回复：对再次打扰您关于此问题的进度表示抱歉\n【既有分类】: 温度显示异常\n【产品/渠道】: 婴儿监护仪 (渠道: Agent/Web/Email)\n【客服备注】: 退回分析\n全名：Jaqueline Perez\n地址：27662 Aliso Creek Rd apt 7112, Aliso Viejo, CA 92656\n电话：714-650-9337\n【描述翻译】: 这是对您之前请求 #1013014 “更换摄像头”的跟进。我在更换后的设备上遇到了问题，屏幕再次卡在 32°F。询问是否为常见故障。\n【会话记录】:\n- [2026-05-13 15:43:04] 客户 (Jacky Perez): 提交了关于 #1013014 的跟进，反馈更换后的设备屏幕卡在 32°F，并询问是否为常见问题。\n- [2026-05-14 03:03:52] 客服 (RT-CD-Nursing-Jackson): 确认这是已知的软件显示问题，技术团队正在处理。建议再次尝试之前的排查步骤（断电重连、重置等），若无效将提供进一步方案。\n- [2026-05-14 03:05:54] 客户 (Jacky Perez): 请求发送说明书。",
  "translation_notes": [
    "32F 翻译为 32°F 以符合中文习惯",
    "原文中 follow-up 对应之前的工单 #1013014",
    "所有联系地址和电话已按原文完整保留"
  ]
}

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      "body": "\n\nCan you send me the instructions please",
      "html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div><br></div><div dir=\"auto\">Can you send me the instructions please&nbsp;</div><div dir=\"auto\"><br></div><div dir=\"auto\"><br><div dir=\"auto\"></div></div></div>",
      "plain_body": "Can you send me the instructions please&nbsp;",
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      "body": "Hi there,\n\nHope everything is going well.\n\nThank you for your feedback again. We understand that the screen temperature of your replaced device is stuck at 32°F again, which must be very frustrating for you.\n\nRegarding your issue, we would like to inform you that this is indeed a known **software display issue** for this model of device. Our technical team is working hard to resolve it.\n\nPlease **try again the troubleshooting steps provided in our previous email** (including disconnecting and reconnecting, resetting, checking the power supply, etc.). If these methods still do not resolve the issue, please feel free to contact us, and we will arrange further solutions for you.\n\nWe sincerely apologize for any continued inconvenience this issue may cause. Thank you for your patience and understanding. We look forward to your reply.\n\nBest regards,\nMomcozy Customer Support Team",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi there,<br>&nbsp;<br>Hope everything is going well.<br>&nbsp;<br>Thank you for your feedback again. We understand that the screen temperature of your replaced device is stuck at 32°F again, which must be very frustrating for you.<br>&nbsp;<br>Regarding your issue, we would like to inform you that this is indeed a known <strong>software display issue</strong> for this model of device. Our technical team is working hard to resolve it.<br>&nbsp;<br>Please <strong>try again the troubleshooting steps provided in our previous email</strong> (including disconnecting and reconnecting, resetting, checking the power supply, etc.). If these methods still do not resolve the issue, please feel free to contact us, and we will arrange further solutions for you.<br>&nbsp;<br>We sincerely apologize for any continued inconvenience this issue may cause. Thank you for your patience and understanding. We look forward to your reply.<br>&nbsp;<br>Best regards,<br>Momcozy Customer Support Team<br></div>",
      "plain_body": "Hi there,\n&nbsp;\nHope everything is going well.\n&nbsp;\nThank you for your feedback again. We understand that the screen temperature of your replaced device is stuck at 32°F again, which must be very frustrating for you.\n&nbsp;\nRegarding your issue, we would like to inform you that this is indeed a known software display issue for this model of device. Our technical team is working hard to resolve it.\n&nbsp;\nPlease try again the troubleshooting steps provided in our previous email (including disconnecting and reconnecting, resetting, checking the power supply, etc.). If these methods still do not resolve the issue, please feel free to contact us, and we will arrange further solutions for you.\n&nbsp;\nWe sincerely apologize for any continued inconvenience this issue may cause. Thank you for your patience and understanding. We look forward to your reply.\n&nbsp;\nBest regards,\nMomcozy Customer Support Team",
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      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><div>This is a follow-up to your previous request <a href=\"/agent/tickets/1013014\" target=\"_blank\" rel=\"ticket\">#1013014</a> \"Camera replacement\"</div><div><div><br></div><div dir=\"auto\">Hello,</div><div dir=\"auto\"><br></div><div dir=\"auto\">I am encountering an issue with the replacement. The screen is stuck at 32F degrees again. Is that a common issue with this baby monitor ?</div></div><div><div dir=\"auto\"><br></div>\n</div></div>",
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