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            Enable Rich Text Format for Case Comments

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            Enable Rich Text Format for Case Comments

            Insert images and other media and use a range of formatting options when you add content to the body of a case comment. Mark comments as public or private as needed and use @ mentions to tag people and groups in comments.

            Required Editions

            View supported editions.
            User Permissions Needed
            To view case comments: Read on cases
            To add case comments and make case comments public: Edit or Create on cases
            To edit or delete case comments added by other users: Modify All on cases
            To edit, delete, or make public your case comments: Edit Case Comments
            Note
            Note After you enable this feature, you can’t disable it. Enabling this feature breaks all existing references to the CommentBody field, such as apex code, tests, flows, and other integrations. To avoid issues, replace all those instances with the CommentBodyRichtext field. Also, if you need encryption, you have to manually enable it.

            This feature is available only in Lightning Experience. If you enable this feature in Lightning Experience and you switch to Salesforce Classic, comments you add in Salesforce Classic aren’t available in Lightning Experience.

            After you turn on rich text for case comments, existing plain-text comments are automatically converted and displayed as rich text. You see all previous and new comments in the rich text without manual migration.

            When you view a case record, case comments automatically appear in the Case Feed. When you turn on rich text for case comments and open a case with many comments, case record loading can be slow. To prevent delays, case records now load before case comments. To view the comments, you can load them manually by clicking on case comments from related lists.

            1. From Setup, enter Support Settings in the Quick Find box, and then select Support Settings.
            2. Click Edit.
            3. Select Rich Text for Case Comments.
            4. Save your settings.
             
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