---
schema_version: "1"
id: 0e3e885fd8021f9003b3dff8e36d2589bf5aa1824a76b11ddf6f6ec8211ee6c2
title: Improve Incident Communication with Ticket Comments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_it_service_ticket_comments.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_ticket_comments.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 425d5231cc9f128786b2c288d866161781746f73eec30ac3405544742e070f02
description: Communicate clearly on incidents and service requests by using dedicated ticket comments. Separate deliberate human updates from system-generated activity, providing a clean resolution narrative for AI agents, requesters, auditors, and IT reps. Comments support rich text formatting, file attachments, visibility controls, and single-level threading.
products:
  - Cross Cloud
release: "264"
---
# Improve Incident Communication with Ticket Comments

Communicate clearly on incidents and service requests by using dedicated ticket comments. Separate deliberate human updates from system-generated activity, providing a clean resolution narrative for AI agents, requesters, auditors, and IT reps. Comments support rich text formatting, file attachments, visibility controls, and single-level threading.

**Where:** This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management.

**How:** Add comments to an incident or service request record by using the **Comments** tab or panel. Mark a comment as **Public** (visible to requesters) or **Private** (internal only), format text with rich text styling and code snippets, and attach multiple files per comment. Get notified when new comments are added, and edit or delete your own comments.