Last Case Comment Merge Field in Email Template Only Returns the Last Public Comment

Overview:

The {!Case.Last_Case_Comment} merge field is available in Salesforce Email Templates and is documented to include "the description of the most recent comment to be created on a case." However, this description is misleading.
By design, the {!Case.Last_Case_Comment} merge field only returns the last case comment if that comment was marked as Public. Private case comments are excluded from this merge field.
This means:

• If a case has no comments marked as Public, the merge field value is blank in the corresponding email.
• If a case has multiple comments but only older ones marked as Public, the merge field returns the last public comment — which may not be the most recent comment overall.

Real-Life Example: A support agent closes out the day by adding a case comment as "Private" (an internal note for the team). A workflow rule triggers an email to the case owner using the {!Case.Last_Case_Comment} merge field. Because the most recent comment is Private, the merge field value in the email is blank, even though a comment was just added to the case.