Salesforce is expected to make Rich Text for Case Comments generally available in the Winter ‘26 release starting September 19.
Advisory: Do not enable Rich Text for Case Comments (yet).
As pictured below in the Salesforce warning (Winter ‘26 pre-release org), you can’t disable the setting and you may encounter errors with local customizations (Flow, Apex, Experience Cloud) and apps that work with case comments.
Vicasso identified this potential issue through our research and development process, and we are working with Salesforce to help ensure organizations have a reliable path toward enabling Rich Text for Case Comments.
Stay tuned and follow this post. We will provide you with updates here as we receive more information.
Winter '26 has been officially released with the fix for the above known issue, and a new version of Email to Case Premium with full rich text capabilities has been released!
Please visit our
AppExchange listing to upgrade, ensure that "Enable Rich Text" is on, and update your email templates to use the packaged HTML fields that store rich text content, as listed in this article:- History Text (HTML): E2CP__History_Text_HTML__c
- History Text Inc Private (HTML): E2CP__History_Text_Inc_Private_HTML__c
- History Text Private (HTML): E2CP__History_Text_Private_HTML__c
- Most Recent Private Comment (HTML): E2CP__Most_Recent_Private_Comment_HTML__c
- Most Recent Public Comment (HTML): E2CP__Most_Recent_Public_Comment_HTML__c
If you run into any issues, please contact Vicasso Support by emailing us at
e2cpremium@vicasso.com.
