---
schema_version: "1"
id: e2a8a89ceb4947aeed059b49c86b9240ea02edb4863daab39e213e1c43401acd
title: Illustrate Complex Customer Issues with Rich Text Case Descriptions (Beta)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_cases_rich_text_case_descriptions.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_rich_text_case_descriptions.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 69e16c42dd8b3ada6bc5f67ecd834b4ef4d6789ab0f046228f44087140b1b844
description: Support reps can now use a rich text editor to capture detailed problem statements with ease. Reps can add images, format text with bullets and numbering, and include tables or URL links directly within the case description. These enhanced descriptions provide better context for Service Assistant and Case Summary to generate accurate results.
products:
  - Cross Cloud
release: "262"
---
# Illustrate Complex Customer Issues with Rich Text Case Descriptions (Beta)

Support reps can now use a rich text editor to capture detailed problem statements with ease. Reps can add images, format text with bullets and numbering, and include tables or URL links directly within the case description. These enhanced descriptions provide better context for Service Assistant and Case Summary to generate accurate results.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/images/icon_note.png)

Note Rich Text for Case Description is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/). Use of this pilot or beta service is at the Customer’s sole discretion.

**Where:** This change applies to Lighting Experience in Developer, Enterprise, Unlimited, Performance, and Professional editions.

**Why:** Standard plain text descriptions often truncate content or lose important formatting and images from email-to-case submissions. By using the rich text area, your reps reduce back-and-forth communication with customers, which helps lower average handle time and time to resolution.

**How:** In Setup, search for Support Settings and select **Support Settings**. In the Support Settings page select the **Setup** link for Rich Text for Case Description. In the Rich Text for Case Description window, turn on **Rich Text for Cases Description**. Follow the instructions on the page to complete the setup.

![The Rich Text for Case Description setup link on the Support Settings page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/salesforce_release_notes/images/rn_rta_for_case_description_settings_page.png) ![The Rich Text for Case Descriptions setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/salesforce_release_notes/images/rn_cases_rta_for_case_description_setup.png)