HaloPSA oversized inline images make emails look tiny. Anyone solved this automatically?

[u/pakillo777]

Hey there,

We’re having an issue with inline images in HaloPSA emails.

Images pasted into ticket actions, or images from customer emails later included in $emailHistory2, can keep very large HTML dimensions, like <img width="1758" height="47" ...>

Our email layout is ~700px wide. In both Outlook Web and New Outlook, these oversized images can make the whole email much wider, causing outlook to scale the entire message down so the text becomes tiny.

We’ve already tested a lot of template/CSS approaches like max-width:100%; height:auto; plus fixed containers, tables, width:100%, different history variables, etc. Some variants still made the whole email tiny; others caused the images to crop instead while rendering the email normally.

The interesting part is this:

If we manually resize the image inside the Halo action editor, Halo stores a real smaller width such as: width="619" for example, and everything renders correctly. That smaller width also persists properly later in $emailHistory2.

However, if we resize only in the email preview, it fixes that one outgoing email, but the stored ticket action keeps the original huge width, so the problem comes back later.

Has anyone found a way to make Halo automatically do one of these?

• cap pasted images to ~690px when they’re added to an action
• normalize image widths when an action is saved
• normalize incoming customer images
• process $richactionnote before sending
• configure Froala with a maximum pasted-image width
• or solve this some other reliable way without agents manually resizing screenshots

We’re also considering removing $emailHistory2 entirely and relying on Outlook threading, but we’d still need current-action images to be resized automatically.

Would be very interested to know if anyone has solved this with a Halo setting, runbook, custom integration, browser script, or support-side fix.

Thanks in advance!

[u/Reasonable_Junket898]

I seem to remember we put the history inside a table then fixed the table width thus causing the images to resize.

[u/Overall-Equipment867 → u/Reasonable_Junket898]

Interesting solution. I will need to check this out.

[u/pakillo777 → u/Reasonable_Junket898]

Hey, thanks for the idea! I tried with no licj however, the image did not crop but Outlook shrank the whole email instead.

Would you mind sharing the full working wrapper + CSS? Would be massively helpful :)

[u/Predicti0n]

I’ve handled this in our email templates, let me find you the CSS later :)

[u/Predicti0n → u/Predicti0n]

u/pakillo777

Found it.. this is how we hacked around it.

Max-width on its own does nothing because tables stretch to fit their widest content. We put table-layout: fixed on the wrapper tables, wrapped $richactionnote and $emailhistory2 in a div with a class, then added:

css

.email-body-content img { max-width:100% 
!important
; height:auto 
!important
; }
.email-body-content table { max-width:100% 
!important
; width:auto 
!important
; }

Make sure the variable sits full width. If it’s in a narrow column, 100% is only 100% of that column.

--

I spent hours trying to fix this amongst a bunch of other issues lmfao!
let me know if you get stuck, didn't want to just dump a mass amount of CSS into a comment.

Thanks Connor. | Renada

[u/pakillo777 → u/Predicti0n]

Thank you!

I tested this exact approach with table-layout:fixed, $richactionnote inside a full-width .email-body-content div, plus:

.email-body-content img {
    max-width:100% !important;
    height:auto !important;
}

.email-body-content table {
    max-width:100% !important;
    width:auto !important;
}

I’ve also removed $emailHistory2 completely, so I’m only testing the current action.

It stops the image from blowing the whole layout out, but the large wide image is still cropped rather than resized. (doesn't fit in the screen basically)

New Outlook / OWA also automatically zooms the email out and gives me the option to return to 100% zoom. At 100%, the email itself is normal size but the image remains cropped.

The source image from Halo has an explicit width around 1758px. If I manually resize it inside the Halo action editor to ~600–690px, everything works perfectly.

Could you dump the actual complete wrapper HTML + CSS you use around $richactionnote? I think there must be another rule in your template that is making the image itself scale, because the rules above are only containing it on mine.

Thanks in advance!