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5.16. Images in the portal request view are too wide and force horizontal scrolling

Updated: 15 Sep 2026, 08:15 PM EDT

What's happening

When a customer opens a request from the "Check your request online" link, screenshots or inline images that are wider than the portal's content column can extend past the page edge, so the customer has to scroll sideways to read messages. The fix is a one-line CSS rule that keeps images inside the content area.

Steps

  1. Go to Admin > Customize > Portal Templates.
  2. Open css.tpl.php (if you use a secondary portal, edit that portal's copy).
  3. Add the following at the bottom of the file: 
    #content2col img {
    max-width: 100%;
}
  4. Save, then reload the request page in the portal.

Images now scale down to the width of the content column instead of overflowing it. HelpSpot keeps previous versions of your template changes, so you can roll this back from the same screen if needed.

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