tag:www.intercomstatus.com,2005:/historyIntercom Status - Incident History2024-03-28T12:52:10ZIntercomtag:www.intercomstatus.com,2005:Incident/203113022024-03-20T15:54:59Z2024-03-20T15:54:59ZMessenger errors and latencies<p><small>Mar <var data-var='date'>20</var>, <var data-var='time'>15:54</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>20</var>, <var data-var='time'>15:30</var> UTC</small><br><strong>Identified</strong> - Between 15:00 - 15:22 the Intercom messenger was experiencing high latencies and errors. We have mitigated the problem and are monitoring.</p>tag:www.intercomstatus.com,2005:Incident/202435432024-03-16T04:00:56Z2024-03-16T04:01:00ZScheduled Database Maintenance: US data hosting region<p><small>Mar <var data-var='date'>16</var>, <var data-var='time'>04:00</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Mar <var data-var='date'>16</var>, <var data-var='time'>03:30</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>13:18</var> UTC</small><br><strong>Scheduled</strong> - Between 2024-03-16 03:30 UTC and 2024-03-16 04:00 UTC, customers based in the US data hosting region will experience a brief interruption to all features.<br /><br />What is the impact?<br />During the maintenance window, Intercom features will be degraded or unavailable for approximately five minutes.<br />Customers using our European and Australian Regional data hosting will not be impacted.<br /><br />Why are we doing this?<br />One of our sharded database clusters needs to be failed over during the maintenance window to increase the database instance size.<br /><br />This maintenance is to proactively prevent the occurrence of an incident similar to this one: https://www.intercomstatus.com/incidents/2wr5j638gr6z<br /><br />What will the exact experience be for our customers during the change?<br />During the changes, the following may occur:<br />• Customers using the US data hosting region will see degraded performance across Intercom.<br />• Processing of emails, messages, and notifications will be delayed for several minutes.</p>tag:www.intercomstatus.com,2005:Incident/202357992024-03-13T17:23:41Z2024-03-13T18:32:56ZElevated Error Rate and Latencies on Intercom Web App<p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>17:23</var> UTC</small><br><strong>Resolved</strong> - We saw an elevated rate of errors and latency across the Intercom web app between 17:00UTC to 17:22UTC. This issue has now been resolved.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>17:16</var> UTC</small><br><strong>Investigating</strong> - We are looking into reports of increased error rates and latency on our web app since 17:00UTC.</p>tag:www.intercomstatus.com,2005:Incident/202459722024-03-13T12:00:00Z2024-03-14T18:16:33ZSlack Convert App Dropping Conversations<p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>12:00</var> UTC</small><br><strong>Resolved</strong> - Conversations were dropped by the Slack Convert app between 2024-03-13 12:00 UTC and 2024-03-14 17:45 UTC and can't be backfilled. This issue has been resolved and conversations from 2024-03-14 17:45 UTC onwards will work as expected.</p>tag:www.intercomstatus.com,2005:Incident/201931012024-03-08T12:30:27Z2024-03-08T12:30:29ZBrief Increased Error Rates and Elevated Latencies for US Hosted Intercom Workspaces<p><small>Mar <var data-var='date'> 8</var>, <var data-var='time'>12:30</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved and all services are working as expected.</p><p><small>Mar <var data-var='date'> 8</var>, <var data-var='time'>12:23</var> UTC</small><br><strong>Monitoring</strong> - Between 2024-03-08 1209 UTC and 2024-03-08 1214 UTC, customers would have experienced increased error rates and latencies across Intercom products due to a database failover event. This issue is resolved and we are monitor for full recovery for all customers.<br /><br />Customers using Intercom workspaces that are hosted in our European or Australian Data Hosting regions would have been unaffected during this time.</p>tag:www.intercomstatus.com,2005:Incident/201678552024-03-05T17:15:09Z2024-03-05T17:15:10ZElevated Error Rates for Facebook, Whatsapp and Instagram integrations<p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>17:15</var> UTC</small><br><strong>Resolved</strong> - Between 2024-03-05 1520 UTC and 2024-03-05 1652 UTC, we experienced elevated error rates with our Facebook, Whatsapp and Instagram integrations due to an upstream provider issue. We are now seeing recovery, and reprocessing messages that failed to send during this time. For more information, please visit https://metastatus.com/</p><p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>16:39</var> UTC</small><br><strong>Update</strong> - We begin to see partial recovery of our Whatsapp integration, but continue to monitor for full recovery across Whatsapp, Facebook and Instagram. This state may change, and we will update here if we see further degradation, or resolution of the upstream provider incident.<br /><br />For more details, please visit https://metastatus.com/</p><p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>16:04</var> UTC</small><br><strong>Monitoring</strong> - Due to an issue with an upstream provider, we are currently experiencing impact to our Facebook, Whatsapp and Instagram integrations. Customers may experience different types of errors and latencies due to this provider outage.<br /><br />For more details, please visit https://metastatus.com/<br /><br />We will update here once impact has been mitigated.</p>tag:www.intercomstatus.com,2005:Incident/201011872024-02-28T22:26:14Z2024-03-01T17:46:51ZDegraded Performance on Intercom Web App & Messenger<p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>22:26</var> UTC</small><br><strong>Resolved</strong> - Customers hosted in our US data center saw severely degraded performance across the Intercom Web App and Messenger between 21:41 until 22:18 UTC, this issue has now been resolved.</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>22:20</var> UTC</small><br><strong>Monitoring</strong> - We're seeing recovery for the impacted customers and will continue to monitor.</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>22:15</var> UTC</small><br><strong>Update</strong> - We're continuing to work on a fix for this issue. Some customers will continue to see major impact to Intercom functionality.</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>22:10</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>22:03</var> UTC</small><br><strong>Investigating</strong> - We are looking into higher than usual latencies and errors across the Intercom Web App and Messenger impacting customers hosted in our US data center since 21:41 UTC.</p>tag:www.intercomstatus.com,2005:Incident/200505832024-02-23T18:03:51Z2024-02-23T18:04:49ZData missing from SLA reports<p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>18:03</var> UTC</small><br><strong>Resolved</strong> - The underlying issue impacting SLA events being displayed in SLA reporting has been fixed. This incident only impacted customers hosted in our US data center. Any missing events will be backfilled on Monday.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>18:35</var> UTC</small><br><strong>Identified</strong> - Due to a previous incident we are experiencing issues displaying a percentage of SLA events on our SLA reporting. We have identified the problem and have a fix in progress. Once fixed we will be able to backfill SLA event data from this point onwards.</p>tag:www.intercomstatus.com,2005:Incident/200458122024-02-22T18:31:44Z2024-02-23T12:22:16ZProblems with conversations<p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>18:31</var> UTC</small><br><strong>Resolved</strong> - We have mitigated all substantial impact here. There is a small residual impact to SLA reporting which we will track separately so we can share a post mortem report with our customers explaining the more significant impact we experienced this morning.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>16:53</var> UTC</small><br><strong>Identified</strong> - We are still seeing issues with a small percentage of SLA events not being visualised in SLA reports. We are investigating the issue and will hopefully have a fix available shortly.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>15:44</var> UTC</small><br><strong>Update</strong> - We have shipped a fix to SLA reporting and are actively monitoring reports before we fully resolve this incident.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>14:28</var> UTC</small><br><strong>Update</strong> - SLA functionality is restored. We are still seeing impact to SLA reporting which we are working on resolving as soon as possible.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>13:55</var> UTC</small><br><strong>Monitoring</strong> - A fix is rolled out for SLAs and we are monitoring the results.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>13:28</var> UTC</small><br><strong>Update</strong> - We are currently rolling out a fix for the SLA functionality.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>12:03</var> UTC</small><br><strong>Update</strong> - The majority of functionality has been restored to normal. <br /><br />SLAs and any downstream workflows based on SLAs continue to be impacted and we are working on fixing that.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>11:26</var> UTC</small><br><strong>Update</strong> - Most functionality has been restored to normal. Assignments and SLAs are not working normally and we are working on fixing these. Mentions functionality should now be restored.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>10:59</var> UTC</small><br><strong>Identified</strong> - Most functionality has been restored to normal. Mentions and SLAs are not working and we are working on fixing these.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>10:50</var> UTC</small><br><strong>Update</strong> - We are continuing to work this problem, and have a potential mitigation to restore most functionality being tested.<br /><br />Conversations created since 08:14 cannot be assigned, closed or in some cases replied to after the conversation is created. Related functionality around conversations such as SLAs is also broken. Conversations created before 08:14 are unaffected.<br /><br />Customers hosted in the Europe and Australia regions are unaffected.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>10:30</var> UTC</small><br><strong>Update</strong> - We are continuing to work this problem, and do not currently have an ETA for restoration of all functionality.<br /><br />Conversations created since 08:14 cannot be assigned, closed or in some cases replied to after the conversation is created. Related functionality around conversations such as SLAs is also broken. Conversations created before 08:14 are unaffected.<br /><br />Customers hosted in the Europe and Australia regions are unaffected.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>10:08</var> UTC</small><br><strong>Update</strong> - We are continuing to work this problem, and do not currently have an ETA for restoration of all functionality.<br /><br />Conversations created since 08:14 cannot be assigned, closed or in some cases replied to after the conversation is created. Related functionality around conversations such as SLAs is also broken. Conversations created before 08:14 are unaffected.<br /><br />Customers hosted in the Europe and Australia regions are unaffected.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>09:58</var> UTC</small><br><strong>Update</strong> - We are continuing to work this problem, and do not currently have an ETA for restoration of all functionality.<br /><br />Conversations created since 08:14 cannot be assigned, closed or in some cases replied to. Related functionality around conversations such as SLAs is also broken. Conversations created before 08:14 are unaffected.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>09:12</var> UTC</small><br><strong>Update</strong> - Large amounts of functionality around conversations in Intercom are broken due to a reference to a primary key breaking. We are working on restoring functionality but have no ETA currently. Workspaces hosted in the Europe and Australia region are not impacted.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>08:45</var> UTC</small><br><strong>Investigating</strong> - We are investigating reports that conversations can't be assigned, closed in the USA region.</p>tag:www.intercomstatus.com,2005:Incident/199546792024-02-10T09:00:47Z2024-02-10T09:00:47ZElevated error rate for Fin<p><small>Feb <var data-var='date'>10</var>, <var data-var='time'>09:00</var> UTC</small><br><strong>Resolved</strong> - There was an issue with one of our OpenAI instances that resulted in an increased rate of errors for Fin between 07:03UTC and 08:45UTC. The issue has now been resolved.</p><p><small>Feb <var data-var='date'>10</var>, <var data-var='time'>08:36</var> UTC</small><br><strong>Investigating</strong> - We have noticed an increase in the error rate for Fin since 07:03 UTC, we are investigating the issue and will provide updates here.</p>tag:www.intercomstatus.com,2005:Incident/198105192024-01-23T21:28:19Z2024-01-23T21:28:19ZNovember 2023 vulnerability update<p><small>Jan <var data-var='date'>23</var>, <var data-var='time'>21:28</var> UTC</small><br><strong>Resolved</strong> - We're posting today about a security vulnerability that was identified and resolved in November 2023 and affected 50 customers. We're sharing this information publicly now due to some recent customer questions. <br /><br />As we disclosed directly to the impacted customers in November, our security team identified a vulnerability in the Intercom web Messenger on November 6, 2023. It allowed a malicious actor to alter URLs linking to files attached to their own Intercom Messenger conversations. When the customer clicked on a tampered file, they were directed to a third-party phishing site instead of the file's actual location hosted on Intercom's platform.<br /><br />We immediately began to fix the issue and the vulnerability was remedied by November 9. We then conducted a thorough investigation and were able to identify customers who were sent messages with altered attachments by November 13. We began notifying these customers on November 14. By November 17, all customer notifications were complete. We recommended impacted customers review their account activity and advised them on strengthening the security of their accounts.<br /><br />We regret the concern and trouble that this vulnerability caused for these customers. We are committed to protecting all users of the Intercom platform from malicious actors.</p>tag:www.intercomstatus.com,2005:Incident/194470982023-12-15T10:03:59Z2023-12-15T10:03:59ZIntercom web application errors<p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>10:03</var> UTC</small><br><strong>Resolved</strong> - The incident has been resolved.</p><p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>09:59</var> UTC</small><br><strong>Monitoring</strong> - The rollback has worked and we're continuing to monitor.</p><p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>09:56</var> UTC</small><br><strong>Investigating</strong> - We've been alerted to errors being returned on some parts of the Intercom application. We've rolled back a change and are continuing to investigate.</p>tag:www.intercomstatus.com,2005:Incident/194070982023-12-12T02:26:05Z2023-12-12T02:26:05ZiOS and Android Teammate Conversations App Degraded Performance<p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>02:26</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved. This impacted teammates viewing conversations in the iOS and Android Teammate App from 0:00 UTC to 2:17 UTC.</p><p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>02:22</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>02:13</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>02:13</var> UTC</small><br><strong>Investigating</strong> - We are currently investigating an issue that prevents teammates viewing conversations in the iOS and Android Teammate App since 00:00 UTC.</p>tag:www.intercomstatus.com,2005:Incident/192622862023-12-01T15:45:16Z2023-12-01T15:45:18ZWeb App and API Degraded Performance<p><small>Dec <var data-var='date'> 1</var>, <var data-var='time'>15:45</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Dec <var data-var='date'> 1</var>, <var data-var='time'>15:41</var> UTC</small><br><strong>Monitoring</strong> - We had degraded app performance for US hosted workspaces between 15:30 UTC and 15:38 UTC. Our systems have recovered and we're monitoring.</p>tag:www.intercomstatus.com,2005:Incident/192486662023-11-30T12:02:05Z2023-11-30T12:02:06ZDelays in receiving Slack Notifications<p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>12:02</var> UTC</small><br><strong>Resolved</strong> - Between approximately 2023-11-28 1400 UTC and 2023-11-30 1130 UTC, customers would have experienced delays in Slack notifications being sent from Intercom. This issue is now resolved, and all services are working as expected.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>11:11</var> UTC</small><br><strong>Update</strong> - We are currently processing through Slack notifications after applying our fix. We will update here next once we see full recovery.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>10:31</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>10:03</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>09:23</var> UTC</small><br><strong>Investigating</strong> - We are investigating delays in customers receiving Slack notifications from Intercom.</p>tag:www.intercomstatus.com,2005:Incident/192095402023-11-24T16:25:00Z2023-11-24T16:25:01ZErrors with Articles, Workflows, Messenger Home Page and Messenger Content Suggestion<p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>16:25</var> UTC</small><br><strong>Resolved</strong> - Between 2024-11-24 0000 UTC and 2024-11-24 1620 UTC, we triaged an incident where customers would have experienced inaccurate audience matching for content such as Articles, Messenge Home Card and Messenger Content Suggestions, as well as Workflows. Due to the nature of this issue, each Data Hosting region was resolved at different times - EU and AUS hosted Intercom Workspaces were fully resolved for this issue at approx 1230 UTC; US hosted Intercom Workspaces were fully resolved at approx 1620 UTC.<br /><br />This issue is now fully resolved and all services are working as expected.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>15:50</var> UTC</small><br><strong>Update</strong> - We continue to make good progress in resolving this issue, and the majority of affected customers will now see full recovery. We'll update next when all customer impact is resolved.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>14:15</var> UTC</small><br><strong>Update</strong> - Right now, we continue to process through the backlog of US hosted workspaces to restore Articles, Workflows, Messenger Home Page and Messenger Content Suggestions that are currently unavailable or not matching the correct users, and are working hard to complete this as soon as possible. We'll continue to update here with any changes in status.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>12:32</var> UTC</small><br><strong>Update</strong> - We are continuing to work on the fix for this issue. Customers hosted in our Australian and European Data Centers should now be seeing full recovery; customers hosted in our US Data Centers (https://app.intercom.com) will begin to see recovery as we continue to roll out our fix.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>11:34</var> UTC</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>11:20</var> UTC</small><br><strong>Investigating</strong> - We are currently investigating reports where some Articles, Workflows, Messenger Home Page and Messenger Content Suggestions are currently unavailable or are not matching the right users.</p>tag:www.intercomstatus.com,2005:Incident/191931982023-11-22T09:25:41Z2023-11-22T20:53:21ZIncreased Error Rates and Latencies in Intercom Europe<p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>09:25</var> UTC</small><br><strong>Resolved</strong> - Between 2023-11-22 0733 UTC and 2023-11-22 0915 UTC, customers hosted in our EU Data Center (https://app.eu.intercom.com) would have experienced high error rates and latencies across all Intercom services due to a configuration error. This issue has been fixed, and all services are working as expected.<br /><br />Customers hosted in our US (app.intercom.com) and Australia (app.au.intercom.com) regions were unaffected during this time.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>09:17</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>09:11</var> UTC</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>08:39</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>08:24</var> UTC</small><br><strong>Investigating</strong> - We are currently investigating an increase in error rates and latencies for customers hosted in our Intercom Europe Data Center - hosted on https://app.eu.intercom.com. <br /><br />Customers hosted in our US (app.intercom.com) and Australia (app.au.intercom.com) regions are unaffected at this time.</p>tag:www.intercomstatus.com,2005:Incident/191327352023-11-16T08:22:14Z2023-11-16T08:22:14ZFacebook integration degraded<p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>08:22</var> UTC</small><br><strong>Resolved</strong> - The Facebook integration degradation has been resolved since approx 03:28 AM</p><p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>01:53</var> UTC</small><br><strong>Identified</strong> - Meta's Messenger Platform is having a global outage impacting the Facebook Send API. Intercom's Facebook integration is degraded as a result. We are monitoring the situation.</p>tag:www.intercomstatus.com,2005:Incident/190972392023-11-12T06:10:19Z2023-11-12T06:10:19ZLatency and errors with Fin<p><small>Nov <var data-var='date'>12</var>, <var data-var='time'>06:10</var> UTC</small><br><strong>Resolved</strong> - Fin error rates and latencies are back to normal.</p><p><small>Nov <var data-var='date'>12</var>, <var data-var='time'>05:57</var> UTC</small><br><strong>Investigating</strong> - Our upstream AI provider, OpenAI, is currently experiencing issues that are affecting the performance of Fin. We are monitoring the situation and will provide updates here.</p>tag:www.intercomstatus.com,2005:Incident/190575992023-11-08T15:48:39Z2023-11-08T15:53:51ZLatency and errors with Fin<p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>15:48</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved. Fin was impacted between 13:42 UTC and 15:30 UTC.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>14:49</var> UTC</small><br><strong>Update</strong> - We are continuing to wait for OpenAI to resolve their issue.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>14:12</var> UTC</small><br><strong>Update</strong> - Fin AI Assist in the Inbox is also impacted at this time. All other non-Fin systems are operational.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>14:04</var> UTC</small><br><strong>Investigating</strong> - Our upstream AI provider, OpenAI, is currently experiencing issues that are affecting the performance of Fin. We are monitoring the situation and will provide updates here.</p>tag:www.intercomstatus.com,2005:Incident/190450762023-11-07T12:13:05Z2023-11-08T17:05:10ZWeb App and API Degraded Performance<p><small>Nov <var data-var='date'> 7</var>, <var data-var='time'>12:13</var> UTC</small><br><strong>Resolved</strong> - Between 11:50 UTC and 11:56 UTC the Web App, Messenger, and API saw Degraded Performance. The incident has been fully resolved.</p><p><small>Nov <var data-var='date'> 7</var>, <var data-var='time'>11:59</var> UTC</small><br><strong>Investigating</strong> - We are investigating reports of degraded performance and high latency across our web app and APIs.</p>tag:www.intercomstatus.com,2005:Incident/188614802023-10-20T03:42:40Z2023-10-20T04:03:35ZElevater rates of errors for Help Center<p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>03:42</var> UTC</small><br><strong>Resolved</strong> - Between 2023-10-20 0215 UTC and 0327 UTC, customers would have experienced elevated error rates and high latency when accessing Help Centers. This issue is now resolved, and all services are working as expected.</p><p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>03:31</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>03:28</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>02:55</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Oct <var data-var='date'>20</var>, <var data-var='time'>02:55</var> UTC</small><br><strong>Investigating</strong> - We are currently investigating reports of customer Help Centers showing elevated error rates and higher latency than normal.</p>tag:www.intercomstatus.com,2005:Incident/188388582023-10-18T09:00:00Z2023-10-18T11:12:42ZDelays in updates for user and company data.<p><small>Oct <var data-var='date'>18</var>, <var data-var='time'>09:00</var> UTC</small><br><strong>Resolved</strong> - Between 2023-18-10 0900 UTC and 1100 UTC, we experienced a delay in updates for user and company data, which may have resulted in message matching delays for Email sending, user list and segments being outdated, and API features such as Search return stale results. We are now backfilling user and company updates made during this time. This issue is now resolved, and all services are working as expected.</p>tag:www.intercomstatus.com,2005:Incident/188227072023-10-17T07:50:39Z2023-10-17T07:50:40ZIssues with delays in assigning conversations<p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>07:50</var> UTC</small><br><strong>Resolved</strong> - We have fixed an issue where customers would have experienced delays in conversations appearing in Inboxes after assignment, and would only appear after a page refresh. This issue is now resolved and all services are working as expected.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>07:27</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>07:10</var> UTC</small><br><strong>Update</strong> - We continue to investigate here, and will update soon with more information.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>06:32</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate reports of delays in conversations being assigned in the Inbox.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>05:58</var> UTC</small><br><strong>Investigating</strong> - We are currently investigating an issue where customers are experiencing delays in conversations being assigned in the Inbox.</p>tag:www.intercomstatus.com,2005:Incident/187657772023-10-12T15:55:54Z2023-10-14T20:00:51ZSlowness in the Intercom inbox<p><small>Oct <var data-var='date'>12</var>, <var data-var='time'>15:55</var> UTC</small><br><strong>Resolved</strong> - Between 2023-10-12 14:01 UTC and 2023-10-12 15:21 UTC, customers would have experienced high latency and elevated error rates across all Intercom features including the Inbox, Messenger and automation features such as Fin due to a database issue. We have implemented a fix for this issue, and all services are now working as expected.<br /><br />Customers using Intercom workspaces hosted in our EU and Australian datacenters would not have been affected.</p><p><small>Oct <var data-var='date'>12</var>, <var data-var='time'>15:31</var> UTC</small><br><strong>Update</strong> - We are seeing full recovery and will continue to monitor our systems.</p><p><small>Oct <var data-var='date'>12</var>, <var data-var='time'>15:26</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Oct <var data-var='date'>12</var>, <var data-var='time'>15:17</var> UTC</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Oct <var data-var='date'>12</var>, <var data-var='time'>14:58</var> UTC</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Oct <var data-var='date'>12</var>, <var data-var='time'>14:43</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate high latencies and errors on across Intercom.</p><p><small>Oct <var data-var='date'>12</var>, <var data-var='time'>14:10</var> UTC</small><br><strong>Investigating</strong> - We're investigating slowness in the Intercom inbox.</p>