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.

Error.png

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:

  1. From a desktop, find your macro settings > open your problematic macros
  2. For each macro, select this box: Include plain text fallback
    Macro_Plain_Text_Option_location.gif
  3. Click Save
  4. In the Zendesk Support app, sign out and sign in again
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