Links: Can we keep them together please?

[twhiting9275]

Ok, this one's kind of bothered me, and it's really one of a list, but, right now it seems like it's the most important (again, just to me).

When I click on a link in LiveResponse, I would expect that link, not to open up in a "new" browser window, but to open up in the same window itself, just like it does if I went to any other website, or it should if I went to the support area directly.

Example:
go to yourdomain/support/staff/
Find a ticket
Click on View history, and it will refresh
Click on any ticket.

Watch the link open up in a new window. OOPS, so, now IE is popping up (which I never use) taking me somewhere I don't want to be, making me login again.

The expected result:
Go to yourdomain.om/support/staff
Find a ticket
Click on "view history"
click on a ticket
watch it open up in the SAME window!

So, I guess this request would be twofold:
A> Can we get LiveResponse to respect the user's decision of a default browser? It shouldn't be that hard, right?
B> Can we get SupportSuite (I guess this would be full product related) to act as it should, and open links in the same browser window (users can always right click to open in a new tab/window).

[Jamie Edwards]

LiveResponse's UI uses Internet Explorer SDK components; the browser you are using inside of LiveResponse is IE and this is unavoidable, I am afraid.

[twhiting9275]

So, by default kayako forces the use of an insecure browser. Ok, that's fine I guess, but what about the other issue.

When a link is clicked, the user should be able to choose what to do with it, and by default, the link should, in fact be opened up in the same window, not a new one. Otherwise, every website out there would do the same thing, and open up their own (even internal?) links in new windows. That one makes little sense there.

[Jamie Edwards]

This would be nice, but I do not know of any way to specifically call a certain browser to open a HTML anchor (<a href..>) from a web page.

I think you may be forgetting that it is nothing more than a web browser which you are using in the desktop app - when you click on a link in FireFox, it does not ask you what you want to do with it every time, likewise for IE.

[twhiting9275]

Jamie,
I think you're misunderstanding what I said in my last post, or I misunderstand your reply, one of the two.

The idea is to get the link itself to obey standards, and open up in the same window. If this is, after all, just a browser (IE), it should do this, right?

From what I can see, this only happens when something from "history" tab is clicked, and it happens in a normal browser too, almost as if it's being forced (a-la target="new", which in and of itself isn't XHTML compliant, but that's a whole new ball of wax)

I'm fine with IE being used to run LR. I may not like it, but hey, it's the path you've chosen. What I'm trying to get at though is that these links should be opening up in not a new window, but the same window, to prevent popups everywhere, new windows being opened, etc.

When I go, to, say www.google.com, and search for something as an example, a list of links is pulled up. What I do with that list is completely up to me. By default, however, if I click on a link, does it take me to a new browser window? No, it actually opens right there, in the browser window I'm using (though admittedly at times I don't want it to). That's the expected performance when you click on a link. Kayako (even in the non-LR support area) does not follow that, at least with the history/chats fields of ticket xxx . In Firefox, this'll open up in a new tab (which I can handle, though it means switching over there). In IE, it'll open up in a new window (which means another window open for me to manage and close).

[Jamie Edwards]

I see what you mean. Can you confirm this is only happening for you when clicking Ticket History links? If so, this I believe is intended behaviour, but we may be able to add an option (whether or not to open them up in a new window, this is easy enough).

[twhiting9275]

Jamie
This happens in the "view history" and the "chats" tabs. I'm not sure about any of the other links, but it doesn't look like it would do that in them.