How to enable HubSpot a view on an image in an email - which is not restricted in its visable si

[snoack]

We are actually struggeling with one specific situation within our HubSpot Service tool.

We have tickets - where we receive emails from our customers into these tickets, which include screenshots (embedded within the email´s content).

These screenshots are downsized by HubSpot automatically - to a size, which makes it impossibe for us to see necessary details. When we click on them - nothing happens. This is for example very uncomfortable - when a customer describes a problem with severall steps - each step including an explaning screenshot for us.

At the moment - we do not see anything visable on these screenshots - they are too small. Instead - we need to load them down onto our PC one by one - to then be able to watch them in 'full size'. Not practical - and a stone aged method. This by the way - makes it way more difficult to understand these explanation - as the image is ripped out of the email´s content sequence. 

A workaround / Setting proposal / recommendation of one of the pros in here would be highly appreciated...

[mickhence]

To ensure an image in a HubSpot email is not restricted in its visible size, you can use the following approach:

1. Upload the Image: Upload your image to HubSpot's file manager.
2. Insert the Image: Add the image to your email using the "Insert" option.
3. Adjust Image Settings: In the image settings, set the width and height to "auto" or leave them blank to allow the image to display at its original size.
4. Use Custom CSS: If needed, add custom CSS to ensure the image maintains its original size:
   css

   Copy code

   img { max-width: none !important; height: auto !important; }

This will prevent HubSpot from restricting the image's size.

[snoack]

Hi Mike,

thanks for your reply....

Looks as if it is difficult to let the community know my issue, but let me try it again. We do not talk about me initializing an email proactively - but us needing to be able to read emails including embedded screenshots which have been sent to us by the customer.   😉

Please also see my explanations to the other members.

[BérangèreL]

Hi @snoack,

Thank you for the additional information/screenshots and for your patience as I was checking on this for you.

It sounds like you are looking for the ability to preview images in the thread. Please let me know if that's not the case.

If it is, the Product Team have this on our radar but I don't have a precise timeline just yet.
But it is coming 🙂

Thanks and have a great weekend!

Best,
Bérangère

[snoack]

Yes, that is correct - a preview functionality AND the option to not limit the size of visable screenshots in emails to either 250px or 450px only - but to show them in their original size. This already seems to be 'open' for a longer time (~2 years) as I can see - so it might be nice to slowly but certainly implement this in the sw.   😉

[BérangèreL]

Hi @snoack,

Thank you for asking the Community!

I understand that these are images added in an email on a ticket from the conversation inbox.

Thank you for sharing your valuable feedback, this means a lot to us!
I have shared it internally for more visibility.

I’ve noticed a similar idea already present in our Ideas Forum: Click to enlarge images in live chat. To contribute, you can upvote the existing idea and share more details about your specific use case in the comments.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Jnix284, @karstenkoehler and  @Mike_Eastwood do you have workarounds to help @snoack, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much and have a fantastic day!

Best,
Bérangère

[snoack]

Thanks Bérangère,

but your similar issue is not the same as the one I am having. In my case we do not talk about the 'Live Chat' - but the email conversation in the middle section of a ticket. In this section we need to be able to read the email and its content - including screenshots. 

Clicking on the image does nothing - so no enlarged view pops up or else.

Seems that this is already an issue since longer - as the thread you pointed to is from 2022...  😞

See screenshots of what I mean (one from the tickt´s middle section - and one of the image how it should show up:

[Thos]

To enable HubSpot to view an image in an email without restriction on its visible size, you can follow these steps:

1. **Upload Image to HubSpot**: First, upload the image to HubSpot's file manager.

2. **Insert Image into Email**: In your email editor, insert the image from HubSpot's file manager. Ensure that the image is inserted at its original size without any resizing.

3. **Adjust Image Settings**: Depending on your email editor, you may have options to adjust the display settings of the image. Look for options like "Display Size" or "Image Properties" to ensure the image is displayed without any size restrictions.

4. **Preview and Test**: Before sending the email, preview it to ensure that the image appears as intended without any resizing or cropping. Additionally, send a test email to yourself or a colleague to verify the image's display on different devices and email clients.

[snoack]

First of all - thanks for your great input, I really appreciate this. But we might misunderstand each other in this case so let me please try to clarify my request.

We (as a company) do customer support for our product. When one of our customers has an issue - he sends in an email --> which generates a ticket on this in HubSpot automatically. In this email - he has a screenshot showing his problem - directly within the email text (not attached for extra).

So it is not us initializing this (....load up the image... or similar) - but we are faced with an existing email including a screenshot. But, we can´t read it completely in the email section - as the customer´s screenshot in the email is being downsized by HubSpot to a size, which makes it more or less unreadable. 

I have attached a screenshot of how it shows up within the ticket - plus one of the original file (to show the difference)