---
schema_version: "1"
id: 4eefe697ea0797fcb27a30ecb0e4f24ce6dd47a26c578d725cb7e689a40c0d6a
title: Create and Edit Case Comments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/case_comments_edit.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_comments_edit.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 31b7fe00b1b38e61710f48393b4fc0bdb3363fb586322762d6c87dcd2ef0366d
description: Case comments let you and your support reps add, edit, and delete public and private case notes when you're viewing or editing the case. All comments appear in the Case Comments related list.
products:
  - Service Cloud
release: "264"
---
# Create and Edit Case Comments

Case comments let you and your support reps add, edit, and delete public and private case notes when you're viewing or editing the case. All comments appear in the Case Comments related list.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d60379e59">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">To view case comments:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">Read on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">To add case comments and make case comments public:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">Edit or Create on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">To edit or delete case comments added by other users:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">Modify All Records on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">To edit, delete, or make public your existing case comments:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">Edit Case Comments</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">To send email notifications for case comments:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60379e59 ">Access Activities</td>

          </tr>
        </tbody>
      </table>

Comments can remain private or be made publicly available to a case’s contact on the Customer Portal, Self-Service portal, or Chatter Answers. You can also set up your portal or Experience Cloud site to let customers comment on their cases. When a portal user adds a comment, the case owner receives an email. A comment icon (![Comment added by Self-Service user](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/comment_icon.gif)) remains on the case heading until the case owner views it.

Customer comments on portals and Experience Cloud sites are always public, so the Public checkbox for case comments is redundant and‌ confusing for customers. To remove this checkbox for customers, you can turn on a setting at the org level.

1. Go to **Setup** and use the **Quick Find** box to search for Support Settings.
2. Select **Support Settings** and click **Edit**.
3. Check the box next to **Hide the case comment Make Public checkbox for Community users**.
4. Click **Save**.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal.

## On a Case Detail Page

You can create and edit case comments on Case Detail pages, found by opening a case from the Cases tab or a related list.

1. On a Case Detail page, click **New** or **Edit** on the Case Comments related list.
2. Optionally, select Public to enable comment notifications to the contact on the case, and to let the contact view the comment on the Customer Portal or Self-Service.
3. Type comments in Comment.
4. Click **Save**.

If you publish cases and case comments to external contacts via Salesforce to Salesforce, all public case comments are automatically shared with a connection when you share a case. To stop sharing a comment, select **Make Private**.

From the Case Comments related list:

- Click **Del** to delete an existing comment.
- Click **Make Public** or **Make Private** to change the public status of a comment on the Customer Portal or Self-Service portal. Case comments marked Public display as private messages from customer support in Chatter Answers. They don’t display to the entire site. For example, if a support rep adds a public case comment, it displays only to the case’s contact private messages in Chatter Answers. Support reps can read all private and public case comments.

## On a Case Edit Page

You can create and edit case comments on the Case Edit page.

1. Click **New** on the Cases tab to create a case, or select an existing case and click **Edit**.
2. Type your comments in Internal Comments.
3. Optionally, select **Send Customer Notification** to email the contact on the case of your new public comment.
4. Click **Save**. An email is sent to the case owner whenever a case comment is created.

**Send Customer Notification** is visible on case edit pages when:

- An administrator has enabled case comment notification to contacts on Support Settings or Self-Service Portal settings pages.
- The comment is marked Public.
- There’s a contact on the case.
- The contact on the case has a valid email address.