I cannot apply macros, or this error appears: No plain text comment available

Issue symptom

I use macros in the Zendesk Support mobile app on iOS or Android. My macros don't show in the Message box, or I encounter this error: No plain text comment available.

Resolution steps

This happens because the Zendesk Support mobile app doesn't support rich content. In addition, these ticket channels don't support rich content:

Facebook

X Corp

Google Play

Channel Framework apps

In those cases, the system uses the plain text fallback. However, the option may not be turned on for your macros.

To fix this error:

From a desktop, find your macro settings > open your problematic macros

For each macro, select this box: Include plain text fallback

Click Save

In the Zendesk Support app, sign out and sign in again