Update 16. Open a ticket with a human agent.md (#112)

I have updated the info and the current images according to the  new UI

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

@@ -8,19 +8,20 @@ ___
 
  1. Here's a sample flow with minimal configuration for using the ticketing system in Glific
 
-![flow](https://github.com/glific/docs/assets/40158831/defba88d-21d3-414a-822c-0eed3754fe18)
+<img width="1450" alt="Screenshot 2024-02-29 at 2 22 35 PM" src="https://github.com/glific/docs/assets/143380171/a53532ce-f053-4e08-932d-56af800bdc29"/>
 
-___
+__
 
 2. The first node is the `Send Message` node, which prompts the contact to share his query so a new ticket can be opened
 
-![picture](https://github.com/glific/docs/assets/40158831/8d3f96c5-ad08-4981-9441-b1f1f9d31807)
+_<img width="1466" alt="Screenshot 2024-02-29 at 2 23 25 PM" src="https://github.com/glific/docs/assets/143380171/b415848c-3913-4538-b43e-9784cef9726b"/>
 
 ___
 
 3. The second node is the `Wait for Response` node with the result name `ticket`. The response from the contact will be saved in this result and can be referenced as `@results.ticket`.
 
-![picture](https://github.com/glific/docs/assets/40158831/87c193c2-477e-42a6-a6a0-aaf2c6739621)
+
+<img width="1467" alt="Screenshot 2024-02-29 at 2 24 16 PM" src="https://github.com/glific/docs/assets/143380171/ff889a3f-e549-47ed-9120-47a0a4714440"/>
 
 ___
 
@@ -30,7 +31,8 @@ ___
     1. Choose the appropriate `staff member` to resolve that query.
     1. At last is the ticket body, here we are using the `@results.ticket` from the previous step(step 1)
 
-    ![image](https://github.com/glific/docs/assets/40158831/68a2a123-21ce-4793-b743-dc45b282f5d6)
+
+<img width="1467" alt="Screenshot 2024-02-29 at 2 25 49 PM" src="https://github.com/glific/docs/assets/143380171/2bc9e6d2-12c2-47d4-aaa1-acd22028946b"/>
 
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@@ -45,7 +47,7 @@ ___
 
 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:
 
-<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"/>
+<img width="1452" alt="Screenshot 2024-02-29 at 2 26 50 PM" src="https://github.com/glific/docs/assets/143380171/21a23b27-5e0e-4c3d-ac0f-5078904f4e71"/>
 
 There are seven columns in the Tickets screen namely:
 
@@ -57,13 +59,16 @@ There are seven columns in the Tickets screen namely:
 
 `OPENED BY:` Indicates who opened the ticket.
 
+`TOPIC:` The topic of a ticket provides essential insight into it's subject matter and purpose.
+
 `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 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"/>
+<img width="1470" alt="Screenshot 2024-02-29 at 2 27 50 PM" src="https://github.com/glific/docs/assets/143380171/b43b39d6-d505-4976-aea3-4832253991a2"/>
+
 
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@@ -72,11 +77,14 @@ ___
 ### 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)
+<img width="1466" alt="Screenshot 2024-02-29 at 2 28 49 PM" src="https://github.com/glific/docs/assets/143380171/08f98eab-76bf-44e8-83ab-deb557aae043"/>
+
 
 - Select the ‘Date Range’ for which you want to see the tickets
 
-![2](https://gist.github.com/assets/132430123/a1237f2b-4a93-41b9-9388-a4fd0f1a33ba)
+<img width="457" alt="image" src="https://github.com/glific/docs/assets/143380171/ce93ce68-31d6-4e6c-9054-ef91b242a8b1"/>
+
+
 
 - 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
 
@@ -86,15 +94,17 @@ ___
 ### 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)
+<img width="1410" alt="image" src="https://github.com/glific/docs/assets/143380171/50804083-ac04-46eb-a6d5-9d8530ed12e1"/>
 
 - 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"/>
+<img width="1457" alt="Screenshot 2024-02-29 at 2 29 49 PM" src="https://github.com/glific/docs/assets/143380171/73446c3a-2d50-47d4-8b34-7d09ff213aeb"/>
+
 
 - 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"/>
+<img width="466" alt="Screenshot 2024-02-29 at 2 30 39 PM" src="https://github.com/glific/docs/assets/143380171/59912002-0ee2-4461-beed-a927abca18d0"/>
+
 
 ### Search & Filter
 
@@ -109,7 +119,9 @@ This search could be used for easily segregating tickets based on a user or the
 
 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)
+<img width="567" alt="image" src="https://github.com/glific/docs/assets/143380171/554f2688-426b-4019-9552-b351ebbe0f6c"/>
+
+
 
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