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

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