Intercom incident: Customer contact details showing up as "Redacted" in the Intercom Inbox

1. resolvedOct 14, 2026, 17:55 UTC

   Between 16:50 UTC and 17:39 UTC contact details were replaced with "Redacted" in the Intercom Helpdesk for teammates missing explicit permissions to view contact details. We're sorry for the disruption.

2. investigatingOct 14, 2026, 17:43 UTC

   We're investigating reports of customer contact details showing up as "Redacted" in the Intercom helpdesk.

What APIStatus.watch saw

• Oct 14, 2026, 17:44 UTCoperational → degraded
• Oct 14, 2026, 17:59 UTCdegraded → operational

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How often does Intercom have incidents?

Intercom reported 9 incidents in the last 90 days, 3 of them major or critical. A typical incident lasted 26 min. See Intercom's uptime and incident history