Hello @SCARLETTBOLTON, good day! Thanks for reaching out to us on Freshworks Community. I understand you are facing issues with adding your logo. Upon analzing the past tickets, we could see that the issue was addressed earlier. 

We’ve reopened the case to have this checked further. The ticket ID is 9886648. 

Have a good day!

It would be helpful to see the solution for this issue so other can solve it as well.

As far as I can see You can resize the picture in the signature editor but the picture is displayed in its original size when replying.

Why isn’t there a possibility to insert an image rather than attaching a link?

@Ivan_CRO With the add image option (using the URL), you’ll be able to resize the image by dragging the mouse pointer. Unfortunately, we don’t have a way to insert the image (upload from local) but the resize option should just work fine. 

I’m sending you a DM to gather some details so we can have our team troubleshoot the issue and help you with a fix.

Cheers!

@aravind.sundararajan I got Your DM and have replied to it but haven’t heard back.

Resize option with dragging mouse pointer does indeed resize the picture in the editor but, as I said in my original post, the picture is send in it’s original size to the receiver. So this option doesn’t work as intended.

Hi, was there ever a fix implemented for this issue?

I am currently experiencing the same issue.

As far as I know no, there wasn’t any fix.

Current fix that we use is not to have a logo in the signature since the support was so helpful in resolving this issue.

I’m running into this issue as well. Would appreciate an update when there’s a way to fix this!

Hello everyone, thank you for contacting Freshworks Technical support. As you know, using the insert image URL, we can add an image and resize it by dragging the mouse pointer in the editor. While there should not be any issues, I will contact you via DM to open a ticket and investigate the matter with the product team.

Thank you.

Edit: I have done some more nerding on this.

The FD-editor does indeed change the HTML in the outgoing e-mail, however, this is not honored by Microsoft Outlook which does not seem to care what 

<img src=3D"https//your?url" height=3D"26px" data-height=3D"26" class=3D"fr-fic fr-dii=
">

means, it only displays the image in it’s original size.

So either Outlook does not support resizing of images by HTML or the wrong tags are used in the outgoing e-mails. 
I guess to support outlook either other tags must be used or you need to resize the image source.

First to the Freshworks devs, you still need to treat this as a bug. Please include the possibilty to upload images raw (ascii-armored base64 for example) or design your tags to support the most popular e-mail reader on the planet.

Now, for anyone interested in a workaround (this is gonna hurt) the answer is the use of the API and in my case putting <table>-code in there.

The API-enpoint is /agents/your_agent_id_integer.json'
By sending a PUT request there with a json/dict object as the data-field you get full control over the signature.
The json-object should look like
{ “signature”: “<div><table><img> ” }
It will fail if you include “agent” as a parent-tag.

Now you would have to be an absolute madman to do this, but I geuss that puts me in a poor light cause my signature looks fine now. When I feel like using an outragous amount of time on this againt I’ll try base64-embedded images inline..
 

Hi Scarlett,

I've experienced a similar issue. To fix it, ensure your logo's dimensions are set correctly in the HTML signature code. Instead of resizing it via the email client, resize the image before uploading it. You can also refer to Freshdesk's support documentation for more detailed guidance. For more information, click here.

Best,
Shad0th

While good advice to those who can do that ,this is not an actually relevant answer to the resize-capability or the poor implementation of images in sifnatures. It’s what you would do if no re-sizing or formatting-option existed. Still i applaud you for giving a work-around. 

Thank you for your suggestion! I’ll definitely try resizing the logo before uploading it. I also looked into the HTML signature code, and it seems like this could be a good approach.

Just to confirm, would this be the correct way to implement the logo with fixed dimensions in the HTML signature?

html

Copy code

<img src="logo-url" alt="Company Logo" width="150" height="50">

I’ve adjusted the width and height attributes according to the size I want. Does this look right to you?

Thanks again for your help!

Best,
Scarlett

So we are concluding that in order for the resize-function to work you should resize the image before upload.

I might be the wierd one here, but isn’t that just saying that the resize-function does not work at all and should not be used?

I’m not the one uploading our companies source-images so I’d have to ask them nicely then, but I’d much rather just have you improve the functionality so that it also supports Outlooks viewer in your output-code. Re-sizing works fine for e.g Gmail so it *does* do something.
Anyways, thans for your efforts. As I mentioned for anyone that can’t resize the image-source you can change the signature by the API =)

This issue of image resizing for email signatures seems to be rooted in how different email clients, especially Outlook, handle HTML tags. Outlook notoriously ignores certain inline styles, relying more on explicit attributes or embedded images.

For a practical workaround:

1. Resize your logo using an external tool ZArchiver to manage or modify files on mobile if needed).
2. Save the image at the exact dimensions you want to display.
3. Embed the resized image into your HTML signature using <img src="logo-url" width="150" height="50">. Avoid relying on resizing within the editor as Outlook overrides these adjustments.

While this isn't an ideal fix, it ensures consistency across platforms. Freshdesk should still prioritize a robust native solution that addresses these cross-client inconsistencies.