Update 16. Open a ticket with a human agent.md

docs/3. Product Features/03. Flows/2. Flow Actions/16. Open a ticket with a human agent.md

@@ -45,23 +45,69 @@ ___
 
 1. To view `support tickets`, navigate to the `Support Tickets` section by hovering over `Flows` in the left panel and selecting it. In this screen, you can see all the tickets, their status, and assigned staff members. Here's how the page would look like:
 
-![support](https://github.com/glific/docs/assets/90472056/c787bd94-07a8-4111-8f49-cca6e6c1ee2f)
+<img width="1213" alt="Screenshot 2023-12-18 at 5 24 20 PM" src="https://gist.github.com/assets/132430123/0447e732-0bc6-47c9-ba09-72b36946b93b"/>
 
-There are five columns in the Tickets screen namely:
+There are seven columns in the Tickets screen namely:
 
-`ISSUE:` Displays the posted queries.
+`ID:` All the tickets are mapped to a unique ID, which is the first column in the ‘Tickets’ page. This ID could be used for referring to tickets easily and is particularly useful when there are multiple team members working with the ticketing system. Sorting of tickets could be done using 'ID' by clicking the arrow towards its right-side.
+
+`CREATED AT:` It is a time stamp represenrting the ticket creation date & time. Sorting of tickets could be done using 'Created At' by clicking the arrow towards its right-side.
+
+`ISSUE:` Displays the posted queries. Sorting of tickets could be done using 'Issue' by clicking the arrow towards its right-side.
 
 `OPENED BY:` Indicates who opened the ticket.
 
 `STATUS:` Shows whether the ticket is `open` or `closed`.
 
 `ASSIGNED TO:` Specifies the staff member assigned to the ticket.
 
-`ACTIONS:` Provides options to add remarks, change the assignee or status of the ticket.
+`ACTIONS:` Provides options to add remarks, change the assignee or status of the ticket. Actions also include a 'Send message' which can be used for navigating to the exact point in chat where the ticket was created. This enables you to easily navigate to the part of the conversation where the ticket creation happened. This helps in avoiding the manual scroll required for identifying the exact location of the chat where the query was raised by a user. It also helps with more context regarding the intent of the user for raising the query.
+
+<img width="949" alt="image8" src="https://gist.github.com/assets/132430123/a7fc8ff5-fced-44a4-88a7-7d34e64ad803"/>
 
 ___
 
-Once a ticket is created, users can make edits by utilizing the `add remark` option. Additionally, they can close the ticket by providing a closing remark and setting the status as `closed`. These features allow for easy ticket management and efficient resolution.
+## Ticket Management
+
+### Export Support Tickets
+- Export the support tickets created by clicking on the ‘Export’ option in the top right of the Ticket Listing page
+
+![1](https://gist.github.com/assets/132430123/b06a49fa-bc7e-45a8-90a9-7ccd85855518)
+
+- Select the ‘Date Range’ for which you want to see the tickets
+
+![2](https://gist.github.com/assets/132430123/a1237f2b-4a93-41b9-9388-a4fd0f1a33ba)
+
+- The export file in csv format is downloaded to your local storage and it can be used for analyzing the tickets offline. The exported file has the following data points - body of the ticket, status, topic, inserted_at, opened_by and assigned_to
+
+<img width="690" alt="3" src="https://gist.github.com/assets/132430123/5b9c2468-b698-43c5-be10-f1d7ad3fe9f6"/>
+
+
+### Bulk Update
+- Updating the status of the tickets could be updated together or in bulk by using the ‘Bulk Update’ option on the top right corner of ‘Tickets’ page
+
+![4](https://gist.github.com/assets/132430123/6f62d872-c81f-42e7-ac41-c90c686541fd)
+
+- On clicking ‘Bulk Update’, a pop-up with a drop-down of existing ‘Topics’ is displayed
+
+<img width="525" alt="5" src="https://gist.github.com/assets/132430123/0816f71b-d6c4-4c4e-8a2f-b95302db1ce0"/>
+
+- You can close all the tickets from a particular ‘Topic’ together by clicking on the ‘Close Tickets’ button. This will be particularly useful when you deal with tickets from a particular topic together and reduces the manual effort required for opening every ticket and closing them one by one.
+
+<img width="429" alt="6" src="https://gist.github.com/assets/132430123/63a75bc5-d0a9-4993-84f1-f8b2b18724a1"/>
+
+### Search & Filter
+
+Searching for an individual ticket or group of tickets can be done using : 
+a. Body of the ticket
+b. Phone number of the user
+c. Name of the user
+
+This search could be used for easily segregating tickets based on a user or the type of  query. By searching using a phone number or name, you will be able to view all the tickets raised by a particular user. Likewise, by searching for a particular keyword inside the body, you will be able to view all the tickets which have the same keyword. In this way, the support person will be able to handle similar queries & queries from the same user together. The enhanced search also enables the support person to prioritize/ de-prioritize the tickets based on a user or query type.
+
+### Add Remarks
+
+Once a ticket is created, users can make edits by utilizing the `Add Remark` option. These features allow for easy ticket management and efficient resolution.
 
 ![photo](https://github.com/glific/docs/assets/40158831/89ada4f9-9970-435e-a700-ef05e853ff83)