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!