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 do not 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 does not support rich content. In addition, these ticket channels do not 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

1. From a desktop, find your macro settings > Open your problematic macros
2. For each macro, tick this box: Include plain text fallback
   
3. Save
4. In the Zendesk Support app, sign out and sign back in