Can we open links between kb articles in the same tab?

[Thomas]

Hi all,

we have several service desks with many kb articles linked.

Many kb articles refer to other kb articles and our customers are asking if it's possible to open those links in the same tab?

It's totally fine and acceptable that kb articles initially open in a new tab but if you then click on a link within that article that leads to another article it should be opened in the same tab.

Links to external pages can/should still be opened in a new tab.

If this is not possible, maybe the default could be set to always open links in the same tab, this way people could at least control the link behavior by using CTRL-Click.

Thanks,
Thomas

[Jessie · Accepted solution]

Unfortunately you can't, and I do not like it. Personally I think better yet, add the option to choose whether links open in the same tab or another tab. Having help center pages open in a new tab by default is a poor experience since customers do not expect that to happen within the same environment.

[Thomas]

Yes, agreed.

Sadly this is the answer I was expecting :/

[Laura Sands]

I understand the disappointment and think about the customer experience all the time. It's common sense to have the option to change the target, like in other content management systems.

[Laura Sands · Accepted solution]

Hi Thomas,

I agree with you completely! Unfortunately, there is no option for us to customize how links open.

Please go to https://jira.atlassian.com/browse/JSDCLOUD-5942 and on the top-right, under 'People', start watching the issue.

Sadly, you can't vote on that issue. Instead, I encourage you to add a comment to it. Perhaps link back to your community question here. 

To note, 3 years ago, one of the Jira people commented that they won't fix unless they hear more from customers. The excuse that it's not being fixed is that it's "legacy" and "intended behavior". 

Best,

Laura

[Thomas]

Thanks, I am just so disappointed with JSD. It's a great product for a small support team or when you have simple support tickets. We're running a 3rd level tech support and JSD is just not ready for this. If it wasnt for Jira Software, we'd switch products by now...