While I know this not something that can be accomplished OOTB. Has anyone done or know of a way to edit the menu links within Unified Self Service, or more explicitly, where you went to make the edits?
With specific emphasis on changing where the Support Automation (chat bubble) points to as a URL.
Answered my own question on this one. Edits can be made here:
C:\Program Files\CA\Self Service\OSOP\tomcat-7.0.40\webapps\front-office-theme\templates
You want to edit the portal_normal.vm file.
Inside the file edit lines 1556 and 1675.
Replace the onclick values with "window.open('insertURL')"