---
schema_version: "1"
id: 6f0b7b0446abc7bf5582e6e3292b43df2763af0df3b7855a5c32e445ea8acd5f
title: Enable Rich Text Format for Case Comments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_rich_text_case_comment.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_rich_text_case_comment.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: efdd19ae9fc3336aeb7abf9453b3de3af6f725e84b6cbe3a8d9fb6d6ac05344c
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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

<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="text-align:center;vertical-align:top;" id="d47642e58">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">To view case comments:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">Read on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">To add case comments and make case comments public:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">Edit or Create on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">To edit or delete case comments added by other users:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">Modify All on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">To edit, delete, or make public your case comments:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">Edit Case Comments</td>

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

![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 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](https://developer.salesforce.com/docs/atlas.en-us.securityImplGuide.meta/securityImplGuide/security_pe_set_up_field_level_encryption.htm), 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.