Does anyone know of a way to stop tickets being assigned to the Agent who inserts the Help center link? Example in screenshot
We bulk-create tickets via an API and recently updated the templates being sent out to include help centre content. But annoyingly since doing this, it assigns it to the one user who is bulk creating the tickets, these often get a reply and it's not feasible or part of the workflow for these to be assigned to a single Agent. I have tried turning off the 'Knowledge' from the Context panel but it's still happening.
Am I missing some obvious config I can change or perhaps a hacky workaround to stop this from occurring?
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