diff --git a/Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php b/Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php
index 9f4b4102..5f3af4d3 100644
--- a/Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php
+++ b/Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php
@@ -84,6 +84,7 @@ final class TicketCommentStoreController extends Controller
      */
     private function normaliseHtmlBody(string $body): string
     {
+        $body = html_entity_decode($body, ENT_QUOTES | ENT_HTML5, 'UTF-8');
         $body = preg_replace('/<\s*(script|style)[^>]*>.*?<\s*\/\s*\1\s*>/is', '', $body) ?: '';
         $body = preg_replace('/\s+on[a-z]+\s*=\s*("[^"]*"|\'[^\']*\'|[^\s>]+)/i', '', $body) ?: '';
         $body = preg_replace('/javascript\s*:/i', '', $body) ?: '';
diff --git a/Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php b/Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php
index 74f47805..7754ff5c 100644
--- a/Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php
+++ b/Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php
@@ -153,17 +153,26 @@
                     </div>
                 @endif
 
+                @php
+                    $oldCommentBody = html_entity_decode((string) old('commentBody'), ENT_QUOTES | ENT_HTML5, 'UTF-8');
+                    $oldCommentBody = preg_replace('/<\s*(script|style)[^>]*>.*?<\s*\/\s*\1\s*>/is', '', $oldCommentBody) ?: '';
+                    $oldCommentBody = preg_replace('/\s+on[a-z]+\s*=\s*("[^"]*"|\'[^\']*\'|[^\s>]+)/i', '', $oldCommentBody) ?: '';
+                    $oldCommentBody = preg_replace('/javascript\s*:/i', '', $oldCommentBody) ?: '';
+                    $oldCommentBody = strip_tags($oldCommentBody, '<p><br><strong><b><em><i><u><ul><ol><li><blockquote><pre><code><a>');
+                @endphp
+
                 <div>
-                    <label for="ticket-comment-body" class="mb-2 block text-sm font-medium text-zinc-700 dark:text-zinc-200">Comment</label>
-                    <div class="mb-2 flex flex-wrap gap-2" data-helpdesk-html-toolbar="ticket-comment-body">
-                        <button type="button" data-helpdesk-tag="strong" class="rounded-lg border px-2 py-1 text-xs font-black">B</button>
-                        <button type="button" data-helpdesk-tag="em" class="rounded-lg border px-2 py-1 text-xs italic">I</button>
-                        <button type="button" data-helpdesk-tag="u" class="rounded-lg border px-2 py-1 text-xs underline">U</button>
-                        <button type="button" data-helpdesk-tag="ul" class="rounded-lg border px-2 py-1 text-xs">List</button>
-                        <button type="button" data-helpdesk-wrap="<blockquote>" data-helpdesk-wrap-end="</blockquote>" class="rounded-lg border px-2 py-1 text-xs">Quote</button>
-                        <button type="button" data-helpdesk-wrap="<code>" data-helpdesk-wrap-end="</code>" class="rounded-lg border px-2 py-1 text-xs">Code</button>
+                    <label for="ticket-comment-body-editor" class="mb-2 block text-sm font-medium text-zinc-700 dark:text-zinc-200">Comment</label>
+                    <div class="mb-2 flex flex-wrap gap-2" data-helpdesk-html-toolbar="ticket-comment-body-editor">
+                        <button type="button" data-helpdesk-command="bold" class="rounded-lg border px-2 py-1 text-xs font-black">B</button>
+                        <button type="button" data-helpdesk-command="italic" class="rounded-lg border px-2 py-1 text-xs italic">I</button>
+                        <button type="button" data-helpdesk-command="underline" class="rounded-lg border px-2 py-1 text-xs underline">U</button>
+                        <button type="button" data-helpdesk-command="insertUnorderedList" class="rounded-lg border px-2 py-1 text-xs">List</button>
+                        <button type="button" data-helpdesk-block="blockquote" class="rounded-lg border px-2 py-1 text-xs">Quote</button>
+                        <button type="button" data-helpdesk-block="code" class="rounded-lg border px-2 py-1 text-xs">Code</button>
                     </div>
-                    <textarea id="ticket-comment-body" dusk="ticket-comment-editor" name="commentBody" rows="6" placeholder="Write a professional HTML response..." required class="block w-full rounded-xl border border-zinc-300 bg-white p-3 text-sm text-zinc-900 shadow-sm focus:border-blue-500 focus:ring-blue-500 dark:border-zinc-700 dark:bg-zinc-950 dark:text-zinc-100">{{ old('commentBody') }}</textarea>
+                    <div id="ticket-comment-body-editor" dusk="ticket-comment-editor" contenteditable="true" role="textbox" aria-multiline="true" data-helpdesk-rich-editor data-helpdesk-sync-target="ticket-comment-body" class="min-h-40 block w-full rounded-xl border border-zinc-300 bg-white p-3 text-sm text-zinc-900 shadow-sm focus:border-blue-500 focus:outline-none focus:ring-2 focus:ring-blue-500 dark:border-zinc-700 dark:bg-zinc-950 dark:text-zinc-100 prose prose-sm max-w-none dark:prose-invert">{!! $oldCommentBody !!}</div>
+                    <textarea id="ticket-comment-body" name="commentBody" required class="sr-only" tabindex="-1" aria-hidden="true">{{ $oldCommentBody }}</textarea>
                 </div>
 
                 @can('update', $ticket)
@@ -200,32 +209,35 @@
                     if (insertButton) {
                         const form = insertButton.closest('[data-helpdesk-comment-form]');
                         const select = form?.querySelector('[data-canned-response-select]');
+                        const editor = form?.querySelector('[data-helpdesk-rich-editor]');
                         const textarea = form?.querySelector('textarea[name="commentBody"]');
                         const selected = select?.selectedOptions?.[0];
-                        const body = decodeHtmlEntities(selected?.dataset?.body || '');
+                        const body = normaliseCannedHtml(selected?.dataset?.body || '');
 
-                        if (textarea && body.trim() !== '') {
-                            textarea.value = textarea.value.trim() === ''
+                        if (editor && textarea && body.trim() !== '') {
+                            editor.innerHTML = editor.innerHTML.trim() === ''
                                 ? body
-                                : textarea.value.replace(/\s+$/, '') + "\n\n" + body;
-                            textarea.dispatchEvent(new Event('input', { bubbles: true }));
-                            textarea.focus();
+                                : editor.innerHTML.replace(/\s+$/, '') + '<br><br>' + body;
+                            syncRichEditor(editor);
+                            editor.focus();
                         }
 
                         return;
                     }
 
-                    const toolbarButton = event.target.closest('[data-helpdesk-tag], [data-helpdesk-wrap]');
+                    const toolbarButton = event.target.closest('[data-helpdesk-command], [data-helpdesk-block], [data-helpdesk-tag], [data-helpdesk-wrap]');
 
                     if (toolbarButton) {
                         const toolbar = toolbarButton.closest('[data-helpdesk-html-toolbar]');
-                        const textarea = document.getElementById(toolbar?.dataset?.helpdeskHtmlToolbar || '');
+                        const editor = document.getElementById(toolbar?.dataset?.helpdeskHtmlToolbar || '');
 
-                        if (textarea) {
+                        if (editor?.matches('[contenteditable="true"]')) {
+                            applyRichEditorCommand(editor, toolbarButton);
+                        } else if (editor) {
                             const tag = toolbarButton.dataset.helpdeskTag;
                             const before = toolbarButton.dataset.helpdeskWrap || (tag === 'ul' ? '<ul><li>' : `<${tag}>`);
                             const after = toolbarButton.dataset.helpdeskWrapEnd || (tag === 'ul' ? '</li></ul>' : `</${tag}>`);
-                            wrapSelection(textarea, before, after);
+                            wrapSelection(editor, before, after);
                         }
 
                         return;
@@ -270,7 +282,25 @@
                     }
                 });
 
+                document.addEventListener('submit', function (event) {
+                    const form = event.target.closest('[data-helpdesk-comment-form]');
+
+                    if (! form) {
+                        return;
+                    }
+
+                    form.querySelectorAll('[data-helpdesk-rich-editor]').forEach((editor) => {
+                        syncRichEditor(editor);
+                    });
+                });
+
                 document.addEventListener('input', function (event) {
+                    const richEditor = event.target.closest('[data-helpdesk-rich-editor]');
+
+                    if (richEditor) {
+                        syncRichEditor(richEditor);
+                    }
+
                     const search = event.target.closest('[data-helpdesk-comment-search]');
 
                     if (search) {
@@ -319,6 +349,72 @@
                     return textarea.value;
                 }
 
+                function normaliseCannedHtml(value) {
+                    let decoded = decodeHtmlEntities(value);
+
+                    while (decoded.includes('&lt;') || decoded.includes('&gt;') || decoded.includes('&amp;lt;')) {
+                        const next = decodeHtmlEntities(decoded);
+
+                        if (next === decoded) {
+                            break;
+                        }
+
+                        decoded = next;
+                    }
+
+                    return decoded;
+                }
+
+                function syncRichEditor(editor) {
+                    const target = document.getElementById(editor.dataset.helpdeskSyncTarget || '');
+
+                    if (! target) {
+                        return;
+                    }
+
+                    target.value = editor.innerHTML.trim();
+                    target.dispatchEvent(new Event('input', { bubbles: true }));
+                    target.dispatchEvent(new Event('change', { bubbles: true }));
+                }
+
+                function applyRichEditorCommand(editor, button) {
+                    editor.focus();
+
+                    const command = button.dataset.helpdeskCommand;
+
+                    if (command) {
+                        document.execCommand(command, false, null);
+                        syncRichEditor(editor);
+                        return;
+                    }
+
+                    const block = button.dataset.helpdeskBlock;
+
+                    if (block === 'blockquote') {
+                        document.execCommand('formatBlock', false, 'blockquote');
+                        syncRichEditor(editor);
+                        return;
+                    }
+
+                    if (block === 'code') {
+                        const selection = window.getSelection();
+                        const selected = selection && selection.toString() !== '' ? selection.toString() : 'code';
+                        document.execCommand('insertHTML', false, '<code>' + escapeHtml(selected) + '</code>');
+                        syncRichEditor(editor);
+                    }
+                }
+
+                function escapeHtml(value) {
+                    const span = document.createElement('span');
+                    span.textContent = value;
+                    return span.innerHTML;
+                }
+
+                document.addEventListener('DOMContentLoaded', function () {
+                    document.querySelectorAll('[data-helpdesk-rich-editor]').forEach((editor) => syncRichEditor(editor));
+                    updateCommentToggleButtons();
+                });
+
                 function wrapSelection(textarea, before, after) {
                     const start = textarea.selectionStart || 0;
                     const end = textarea.selectionEnd || 0;
diff --git a/Modules/Helpdesk/Resources/views/partials/comment-thread.blade.php b/Modules/Helpdesk/Resources/views/partials/comment-thread.blade.php
index 094e6237..1968ac59 100644
--- a/Modules/Helpdesk/Resources/views/partials/comment-thread.blade.php
+++ b/Modules/Helpdesk/Resources/views/partials/comment-thread.blade.php
@@ -12,21 +12,31 @@
             $isInternal = (bool) $comment->is_internal;
             $borderClass = $isInternal ? 'border-amber-300 dark:border-amber-700' : 'border-red-200 dark:border-red-900/70';
             $railClass = $isInternal ? 'bg-amber-500' : 'bg-red-500';
-            $renderedBody = (string) $comment->body;
+            $renderedBody = html_entity_decode((string) $comment->body, ENT_QUOTES | ENT_HTML5, 'UTF-8');
+
+            while (str_contains($renderedBody, '&lt;') || str_contains($renderedBody, '&gt;') || str_contains($renderedBody, '&amp;lt;')) {
+                $decodedBody = html_entity_decode($renderedBody, ENT_QUOTES | ENT_HTML5, 'UTF-8');
+
+                if ($decodedBody === $renderedBody) {
+                    break;
+                }
+
+                $renderedBody = $decodedBody;
+            }
 
             if ($currentTicket !== null) {
                 $renderedBody = strtr($renderedBody, [
-                    '{{ ticket.reference }}' => e((string) ($currentTicket->reference ?? '')),
-                    '{{ ticket.subject }}' => e((string) ($currentTicket->subject ?? '')),
-                    '{{ ticket.status }}' => e((string) ($currentTicket->status?->name ?? '')),
-                    '{{ ticket.priority }}' => e((string) ($currentTicket->priority?->name ?? '')),
-                    '{{ ticket.category }}' => e((string) ($currentTicket->category?->name ?? '')),
-                    '{{ ticket.project }}' => e((string) ($currentTicket->project?->title ?? '')),
-                    '{{ ticket.team }}' => e((string) ($currentTicket->team?->name ?? '')),
-                    '{{ requester.name }}' => e((string) ($currentTicket->owner?->name ?? $currentTicket->user?->name ?? '')),
-                    '{{ agent.name }}' => e((string) ($currentTicket->agent?->name ?? '')),
-                    '{{ actor.name }}' => e((string) ($commentUser?->name ?? '')),
-                    '{{ ticket.url }}' => e(route('helpdesk.tickets.show', ['ticket' => $currentTicket->getKey()])),
+                    '{{ ticket.reference }}' => (string) e((string) ($currentTicket->reference ?? '')),
+                    '{{ ticket.subject }}' => (string) e((string) ($currentTicket->subject ?? '')),
+                    '{{ ticket.status }}' => (string) e((string) ($currentTicket->status?->name ?? '')),
+                    '{{ ticket.priority }}' => (string) e((string) ($currentTicket->priority?->name ?? '')),
+                    '{{ ticket.category }}' => (string) e((string) ($currentTicket->category?->name ?? '')),
+                    '{{ ticket.project }}' => (string) e((string) ($currentTicket->project?->title ?? '')),
+                    '{{ ticket.team }}' => (string) e((string) ($currentTicket->team?->name ?? '')),
+                    '{{ requester.name }}' => (string) e((string) ($currentTicket->owner?->name ?? $currentTicket->user?->name ?? '')),
+                    '{{ agent.name }}' => (string) e((string) ($currentTicket->agent?->name ?? '')),
+                    '{{ actor.name }}' => (string) e((string) ($commentUser?->name ?? '')),
+                    '{{ ticket.url }}' => (string) e(route('helpdesk.tickets.show', ['ticket' => $currentTicket->getKey()])),
                 ]);
             }
 
diff --git a/Modules/Helpdesk/Tests/Browser/HelpdeskTicketBrowserTest.php b/Modules/Helpdesk/Tests/Browser/HelpdeskTicketBrowserTest.php
index 51677615..92ea184c 100644
--- a/Modules/Helpdesk/Tests/Browser/HelpdeskTicketBrowserTest.php
+++ b/Modules/Helpdesk/Tests/Browser/HelpdeskTicketBrowserTest.php
@@ -64,7 +64,7 @@ final class HelpdeskTicketBrowserTest extends DuskTestCase
             'name' => 'Browser canned response',
             'slug' => 'browser-canned-response',
             'visibility' => 'agents',
-            'body' => 'Inserted canned browser response',
+            'body' => '<p>Inserted canned browser response</p>',
             'is_active' => true,
             'sort_order' => 1,
         ]);
@@ -76,8 +76,11 @@ final class HelpdeskTicketBrowserTest extends DuskTestCase
                 ->assertSee('Browser response ticket')
                 ->select('canned_response_id', (string) $cannedResponse->id)
                 ->press('@insert-canned-response')
-                ->assertInputValue('commentBody', 'Inserted canned browser response')
-                ->type('@ticket-comment-editor', 'First browser response')
+                ->assertInputValue('commentBody', '<p>Inserted canned browser response</p>');
+
+            $this->setHelpdeskEditor($browser, 'ticket-comment-editor', '<p>First browser response</p>');
+
+            $browser
                 ->press('@post-comment')
                 ->waitForText('First browser response', 10)
                 ->assertSee('First browser response');
@@ -85,7 +88,7 @@ final class HelpdeskTicketBrowserTest extends DuskTestCase
             $comment = Comment::query()
                 ->where('ticket_id', $ticket->id)
                 ->whereNull('parent_id')
-                ->where('body', 'First browser response')
+                ->where('body', '<p>First browser response</p>')
                 ->firstOrFail();
 
             $browser->press('@reply-to-comment-'.$comment->id)
@@ -99,13 +102,13 @@ final class HelpdeskTicketBrowserTest extends DuskTestCase
         $this->assertDatabaseHas('helpdesk_comments', [
             'ticket_id' => $ticket->id,
             'parent_id' => null,
-            'body' => 'First browser response',
+            'body' => '<p>First browser response</p>',
         ]);
 
         $parentId = Comment::query()
             ->where('ticket_id', $ticket->id)
             ->whereNull('parent_id')
-            ->where('body', 'First browser response')
+            ->where('body', '<p>First browser response</p>')
             ->value('id');
 
         $this->assertDatabaseHas('helpdesk_comments', [