Between ~18.00 - ~23.00 UTC on the 8th April, a subset of customers experienced intermittent issues with email forwarding in the Intercom Inbox. During the incident Google has an incident open related to delivery issue that was impacting inbound support emails. The team continues to confirm root cause with an RCA to follow.

This issue should now be resolved and all services are restored to normal functionality.

We experienced elevated 5xx errors with our help center product between 05.43 UTC to 06.04 UTC. The issue has been resolved and all functionality should be back to normal.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour.

Reporting data is back up to date.

This issue should now be resolved and all services are restored to normal functionality.

This incident is resolved. The Inbox had high latency and errors between 15:44 UTC and 16:07 UTC. The Messenger was impacted between 16:03 UTC and 16:09 UTC. We will provide a root cause analysis here within 48 hours.

Between 11:52 - 14:13 UTC inbox translations in the Europe hosting region were slow or returning errors. The problem has since been resolved.

We've resolved the issue with customers using Android SDK seeing increased failures in attachments to conversations. We've released a new Android SDK version that will resolve this, but we have also implemented fixes to ensure backwards compatibility with older Android SDK versions.

The latest Android SDK is available here: https://github.com/intercom/intercom-android/releases/tag/17.4.7
Our Developer Docs have details on how to do so here: https://developers.intercom.com/installing-intercom/android/installation

All services are now working as expected.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

Between 16:50 - 17:01 UTC approx 25% of articles were failing to load and an error page was displayed on all help-centres. We rolled back a change which resolved the issue. Apologies for the disruption.

This issue should now be resolved and all services are restored to normal functionality.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

From 10:52 - 11:35 UTC, User Data and Conversation Data would not load in the Helpdesk. There were also failures in Ticket Creation.

This issue should now be resolved and all services are restored to normal functionality.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

The team has shipped a fix and all phone calls should be properly routed now.

This issue should now be resolved and all services are restored to normal functionality.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

Customers using Fin for Salesforce can resolve this issue by going into Fin Settings, then Salesforce Integration, and then clicking reconnect. This operation must be performed by the cluster. We have confirmed that all customers following this process have seen recovery.

Between 16:20 - 17:16 UTC, most phone features were in a degraded state, including outbound and inbound phone calls. We apologise for the disruption.

We have started to receive messages with attachments/media from WhatsApp again. New inbound messages containing media, such as images, audio, or attachments, will be delivered successfully to the Helpdesk. Any messages that failed to deliver attachments previously will need to be sent again.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

Intercom was down in the EU from 08.23 UTC until 08:36 UTC. All services are back to normal operations.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour