When creating/editing a service category, incident template, or some thing similar that can use an icon, the stock icon library provided by the application has 96x96 px png icons in it. However, if I choose to upload a custom icon (no matter the size of the original image) it gets resized to 150x15 px, and stored as such. Then, when displaying in the user interface the image gets resized again. This causes not only to have an inconsistent visual experience, but also the custom icons look blurred and very low quality.

To work around this issue I uploaded the custom icons I use to ManageEngine\ServiceDesk\custom\serviceicons as 96x96 px PNG files, and select them as if they are part of the stock icon library; this doesn't cause any resizing, and the visual experience is much better.