Sometimes line-breaks aren’t included when I apply macros

Issue symptoms

At times, line breaks and spaces don't appear when I use a macro. Sometimes the text formatting changes, and the pre-defined text or canned response removes line breaks and spaces. Occasionally, when I apply a macro, the line breaks and spaces don’t show up properly. I don't want my snippet or template to change in ticket responses to customers.

Resolution steps

Copy and pasted content

It's possible you copied content from another source and pasted it into your macro. This action results in incorrect formats in Zendesk.

Follow these steps instead:

Recreate your macro from scratch, don't copy and paste any content

Refresh your ticket page > click Apply macro and retry

Comment placeholders

In addition, using comment placeholders in macros can be inconsistent due to a known limitation in the following events:

When applied to a single ticket

When applied while bulk-editing a ticket

When applied while referencing a placeholder for multi-line or custom text fields