When I attempt to use macros in your iOS or Android Support Mobile App, I sometimes encounter the error: No plain text comment available. What does that mean?
The error is returned because certain channels do not support rich content. Notable examples include:
- Mobile support
- Google Play
- Channel Framework apps
In those cases, the system uses the plain text fallback. However, Support doesn't save the plain text fallback by default as it gives you the option to review your macros and adapt them in the plain text version.
To fix this error
- Add a plain text version of the macros. Do this for each macro you plan to use on channels that do not support rich content:
- Save your macros.
- Sign out and sign back in to clear your cache and ensure your macros are available.
For more information on the Support mobile app, see the article: About the Zendesk Support mobile app.