conversation_raw_json
{
"conversations": [
{
"id": 57902598821913,
"type": "Comment",
"author_id": 51918339557017,
"body": "Hi there,\n\nHope everything is going well.\n\nThank you for contacting us! We understand that having a fully charged and stable baby monitor is crucial for you, and we're here to help ensure your baby monitor functions perfectly. 💛\n\nHere are some things you can try:\n\nCheck the charging port and power cord: Sometimes the power cord or port may be loose or worn. Try unplugging the power cord and plugging it back in securely. If it still won't charge, try using a different compatible power cord to see if that works.\n\nCheck the battery: If your monitor displays normally when plugged in, but the screen turns off after unplugging, the battery may be the problem. Don't worry, we'll help you find the right solution.\n\nRegarding temperature display issues:\n\n①. Add the Upgrade File\nUnplug the camera, remove the SD card, and transfer the attached upgrade file to the SD card's directory after decompressing the compressed file using a computer.\n②. Reinsert the SD Card\nAfter transferring the file, insert the SD card back into the camera's slot, then plug the camera in to power it on.\n③. Start the Upgrade Process\nCheck if the camera's indicator light is flashing rapidly—this indicates the device is updating. Once the light stops flashing rapidly and the camera lens begins rotating automatically, the update is complete. This takes about one and a half minutes.\n④. Verify the Result\nConnect the camera to both the monitor and the app to confirm if the issue has been resolved.\n\nWe sincerely apologize for any inconvenience this may cause and thank you for your patience. Our goal is to ensure your baby monitor runs smoothly and gives you peace of mind.\n\nIf you have any questions or need further assistance, please feel free to contact us—we'd be happy to help!\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi there,<br> <br>Hope everything is going well.<br> <br>Thank you for contacting us! We understand that having a fully charged and stable baby monitor is crucial for you, and we're here to help ensure your baby monitor functions perfectly. 💛<br> <br>Here are some things you can try:<br> <br>Check the charging port and power cord: Sometimes the power cord or port may be loose or worn. Try unplugging the power cord and plugging it back in securely. If it still won't charge, try using a different compatible power cord to see if that works.<br> <br>Check the battery: If your monitor displays normally when plugged in, but the screen turns off after unplugging, the battery may be the problem. Don't worry, we'll help you find the right solution.<br> <br>Regarding temperature display issues:<br> <br>①. Add the Upgrade File<br>Unplug the camera, remove the SD card, and transfer the attached upgrade file to the SD card's directory after decompressing the compressed file using a computer. <br>②. Reinsert the SD Card<br>After transferring the file, insert the SD card back into the camera's slot, then plug the camera in to power it on.<br>③. Start the Upgrade Process<br>Check if the camera's indicator light is flashing rapidly—this indicates the device is updating. Once the light stops flashing rapidly and the camera lens begins rotating automatically, the update is complete. This takes about one and a half minutes.<br>④. Verify the Result<br>Connect the camera to both the monitor and the app to confirm if the issue has been resolved.<br> <br>We sincerely apologize for any inconvenience this may cause and thank you for your patience. Our goal is to ensure your baby monitor runs smoothly and gives you peace of mind.<br> <br>If you have any questions or need further assistance, please feel free to contact us—we'd be happy to help!<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hi there,\n \nHope everything is going well.\n \nThank you for contacting us! We understand that having a fully charged and stable baby monitor is crucial for you, and we're here to help ensure your baby monitor functions perfectly. 💛\n \nHere are some things you can try:\n \nCheck the charging port and power cord: Sometimes the power cord or port may be loose or worn. Try unplugging the power cord and plugging it back in securely. If it still won't charge, try using a different compatible power cord to see if that works.\n \nCheck the battery: If your monitor displays normally when plugged in, but the screen turns off after unplugging, the battery may be the problem. Don't worry, we'll help you find the right solution.\n \nRegarding temperature display issues:\n \n①. Add the Upgrade File\nUnplug the camera, remove the SD card, and transfer the attached upgrade file to the SD card's directory after decompressing the compressed file using a computer. \n②. Reinsert the SD Card\nAfter transferring the file, insert the SD card back into the camera's slot, then plug the camera in to power it on.\n③. Start the Upgrade Process\nCheck if the camera's indicator light is flashing rapidly—this indicates the device is updating. Once the light stops flashing rapidly and the camera lens begins rotating automatically, the update is complete. This takes about one and a half minutes.\n④. Verify the Result\nConnect the camera to both the monitor and the app to confirm if the issue has been resolved.\n \nWe sincerely apologize for any inconvenience this may cause and thank you for your patience. Our goal is to ensure your baby monitor runs smoothly and gives you peace of mind.\n \nIf you have any questions or need further assistance, please feel free to contact us—we'd be happy to help!\n \nBest regards,\nMomcozy Customer Support Team",
"public": true,
"attachments": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57902580946457.json",
"id": 57902580946457,
"file_name": "SD.png",
"content_url": "https://rootglobal.zendesk.com/attachments/token/6GaIgmH5EEo3LbXDNpqba3m31/?name=SD.png",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/6GaIgmH5EEo3LbXDNpqba3m31/?name=SD.png",
"content_type": "image/png",
"size": 14450,
"width": 442,
"height": 529,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57902580962329.json",
"id": 57902580962329,
"file_name": "SD_thumb.png",
"content_url": "https://rootglobal.zendesk.com/attachments/token/UUA9J1lzPpciZcadWm7jgNmJV/?name=SD_thumb.png",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/UUA9J1lzPpciZcadWm7jgNmJV/?name=SD_thumb.png",
"content_type": "image/png",
"size": 5738,
"width": 67,
"height": 80,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
}
],
"audit_id": 57902598821785,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "coreymccoy55@gmail.com",
"name": "Hubby"
},
"rel": null
}
},
"created_at": "2026-05-14T03:20:14Z",
"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": 57889872535577,
"type": "Comment",
"author_id": 54320783728537,
"body": "Hello! \n\nMy wife got a replacement of our Momcozy monitor in January of this year when it stopped charging. \nNow, the temperature sensor is incorrect… saying it’s 32F in our son’s nursery when it’s 70F in our house (see pics) \n\nIs there anyway we can get a replacement monitor ?? \nWe don’t need a camera - it’s working great .\n\nBelow, I have attached original proof of purchase, proof of replacement, and pics of the temperature being incorrect. \n\nHave try to reboot and reset multiple times and it’s not working. \n\nThank you \nCorey McCoy\nimage0.png\nimage1.png\nimage2.jpeg\nimage3.jpeg",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Hello! </p>\n\n<p dir=\"auto\">My wife got a replacement of our Momcozy monitor in January of this year when it stopped charging. \n<br>Now, the temperature sensor is incorrect… saying it’s 32F in our son’s nursery when it’s 70F in our house (see pics) </p>\n\n<p dir=\"auto\">Is there anyway we can get a replacement monitor ?? \n<br>We don’t need a camera - it’s working great .</p>\n\n<p dir=\"auto\">Below, I have attached original proof of purchase, proof of replacement, and pics of the temperature being incorrect. </p>\n\n<p dir=\"auto\">Have try to reboot and reset multiple times and it’s not working. </p>\n\n<p dir=\"auto\">Thank you \n<br>Corey McCoy\n<br>image0.png\n<br>image1.png\n<br>image2.jpeg\n<br>image3.jpeg</p></div>",
"plain_body": "Hello! \n\n My wife got a replacement of our Momcozy monitor in January of this year when it stopped charging. \n\nNow, the temperature sensor is incorrect… saying it’s 32F in our son’s nursery when it’s 70F in our house (see pics) \n\n Is there anyway we can get a replacement monitor ?? \n\nWe don’t need a camera - it’s working great . \n\n Below, I have attached original proof of purchase, proof of replacement, and pics of the temperature being incorrect. \n\n Have try to reboot and reset multiple times and it’s not working. \n\n Thank you \n\nCorey McCoy\n\nimage0.png\n\nimage1.png\n\nimage2.jpeg\n\nimage3.jpeg",
"public": true,
"attachments": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57889872544409.json",
"id": 57889872544409,
"file_name": "image2.jpeg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/JejZkSveKe3gHFS94hzWxQezH/?name=image2.jpeg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/JejZkSveKe3gHFS94hzWxQezH/?name=image2.jpeg",
"content_type": "image/jpeg",
"size": 1896436,
"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/57889879974041.json",
"id": 57889879974041,
"file_name": "image2_thumb.jpeg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/fbqqQ3vK0XdApQLEIxJEsY1gA/?name=image2_thumb.jpeg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/fbqqQ3vK0XdApQLEIxJEsY1gA/?name=image2_thumb.jpeg",
"content_type": "image/jpeg",
"size": 2809,
"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/57889879903001.json",
"id": 57889879903001,
"file_name": "image0.png",
"content_url": "https://rootglobal.zendesk.com/attachments/token/7VLt6W5jO2SDOmg7WMBjv1vnL/?name=image0.png",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/7VLt6W5jO2SDOmg7WMBjv1vnL/?name=image0.png",
"content_type": "image/png",
"size": 295767,
"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/57889879959577.json",
"id": 57889879959577,
"file_name": "image0_thumb.png",
"content_url": "https://rootglobal.zendesk.com/attachments/token/y0fKXiCb6quIael5ZA2Flqg9D/?name=image0_thumb.png",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/y0fKXiCb6quIael5ZA2Flqg9D/?name=image0_thumb.png",
"content_type": "image/png",
"size": 2452,
"width": 37,
"height": 80,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
},
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57889879906457.json",
"id": 57889879906457,
"file_name": "image1.png",
"content_url": "https://rootglobal.zendesk.com/attachments/token/v0intmGjtL0hrslOz62SyxN17/?name=image1.png",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/v0intmGjtL0hrslOz62SyxN17/?name=image1.png",
"content_type": "image/png",
"size": 627732,
"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/57889879958425.json",
"id": 57889879958425,
"file_name": "image1_thumb.png",
"content_url": "https://rootglobal.zendesk.com/attachments/token/fBsmVEFbOSaieObUYSQPOeghQ/?name=image1_thumb.png",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/fBsmVEFbOSaieObUYSQPOeghQ/?name=image1_thumb.png",
"content_type": "image/png",
"size": 3595,
"width": 37,
"height": 80,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
},
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57889879913241.json",
"id": 57889879913241,
"file_name": "image3.jpeg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/2vvooi2iHcI7RMUT7woz9y8qO/?name=image3.jpeg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/2vvooi2iHcI7RMUT7woz9y8qO/?name=image3.jpeg",
"content_type": "image/jpeg",
"size": 2687096,
"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/57889872612377.json",
"id": 57889872612377,
"file_name": "image3_thumb.jpeg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/6RxPbynP9zlj2cW3pdtYJq7yw/?name=image3_thumb.jpeg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/6RxPbynP9zlj2cW3pdtYJq7yw/?name=image3_thumb.jpeg",
"content_type": "image/jpeg",
"size": 1972,
"width": 80,
"height": 60,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
}
],
"audit_id": 57889872535449,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "email",
"source": {
"from": {
"address": "coreymccoy55@gmail.com",
"name": "Hubby",
"original_recipients": [
"coreymccoy55@gmail.com",
"support@momcozy.com"
]
},
"to": {
"name": "Momcozy support",
"address": "support@momcozy.com"
},
"rel": null
}
},
"created_at": "2026-05-13T16:50:24Z",
"metadata": {
"system": {
"message_id": "<68DBFE94-5C19-4D02-9F16-C999769E82F2@gmail.com>",
"client": "iPhone Mail (23E261)",
"email_id": "01KRH3Y2DDNFM9KXQ3GPY4T4VW",
"ip_address": "026.05.13.09",
"raw_email_identifier": "20869961/92cde657-30d9-4f78-b0f3-ad9ea700a760.eml",
"json_email_identifier": "20869961/92cde657-30d9-4f78-b0f3-ad9ea700a760.json",
"eml_redacted": false,
"location": "United States",
"latitude": 37.751,
"longitude": -97.822
},
"custom": {},
"suspension_type_id": null
}
}
],
"users": [
{
"id": 51918339557017,
"url": "https://rootglobal.zendesk.com/api/v2/users/51918339557017.json",
"name": "RT-CD-Nursing-Jackson",
"email": "jackson.wang@rootglobal.net",
"created_at": "2025-10-28T03:34:28Z",
"updated_at": "2026-05-14T00:57:22Z",
"time_zone": "Beijing",
"iana_time_zone": "Asia/Shanghai",
"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": "Jackson",
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": "2026-05-14T00:57:21Z",
"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": 53824887807385,
"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": 54320783728537,
"url": "https://rootglobal.zendesk.com/api/v2/users/54320783728537.json",
"name": "Hubby",
"email": "coreymccoy55@gmail.com",
"created_at": "2026-01-17T03:12:58Z",
"updated_at": "2026-05-13T16:50:23Z",
"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": 2
}