Intercom Debug Bundle

Overview

Collect diagnostic evidence for Intercom issues including API health, rate limit status, SDK version, recent errors, and configuration validation.

Prerequisites

• Intercom access token configured
• curl and jq available
• Access to application logs

Instructions

Step 1: Create Debug Bundle Script

#!/bin/bash
# intercom-debug-bundle.sh
set -euo pipefail

BUNDLE_DIR="intercom-debug-$(date +%Y%m%d-%H%M%S)"
mkdir -p "$BUNDLE_DIR"
TOKEN="${INTERCOM_ACCESS_TOKEN:-}"

echo "=== Intercom Debug Bundle ===" | tee "$BUNDLE_DIR/summary.txt"
echo "Generated: $(date -u +%Y-%m-%dT%H:%M:%SZ)" >> "$BUNDLE_DIR/summary.txt"

# Token presence check (never log the actual token)
echo "--- Token Status ---" >> "$BUNDLE_DIR/summary.txt"
if [ -z "$TOKEN" ]; then
  echo "ERROR: INTERCOM_ACCESS_TOKEN not set" >> "$BUNDLE_DIR/summary.txt"
  echo "Set INTERCOM_ACCESS_TOKEN and re-run" >&2
  exit 1
fi
echo "Token: [SET] (${#TOKEN} chars)" >> "$BUNDLE_DIR/summary.txt"

Step 2: Collect API Health and Auth Status

# API authentication test
echo "--- API Auth Test ---" >> "$BUNDLE_DIR/summary.txt"
AUTH_RESPONSE=$(curl -s -w "\n%{http_code}" \
  -H "Authorization: Bearer $TOKEN" \
  -H "Accept: application/json" \
  https://api.intercom.io/me 2>&1)
HTTP_CODE=$(echo "$AUTH_RESPONSE" | tail -1)
AUTH_BODY=$(echo "$AUTH_RESPONSE" | head -n -1)

echo "HTTP Status: $HTTP_CODE" >> "$BUNDLE_DIR/summary.txt"
if [ "$HTTP_CODE" = "200" ]; then
  echo "Auth: OK" >> "$BUNDLE_DIR/summary.txt"
  echo "$AUTH_BODY" | jq '{type, name, email, app: .app.name}' >> "$BUNDLE_DIR/summary.txt" 2>/dev/null
else
  echo "Auth: FAILED" >> "$BUNDLE_DIR/summary.txt"
  echo "$AUTH_BODY" | jq '.errors' >> "$BUNDLE_DIR/summary.txt" 2>/dev/null
fi

Step 3: Check Rate Limit Status

# Rate limit headers
echo "--- Rate Limits ---" >> "$BUNDLE_DIR/summary.txt"
HEADERS=$(curl -s -D - -o /dev/null \
  -H "Authorization: Bearer $TOKEN" \
  https://api.intercom.io/me 2>/dev/null)

echo "$HEADERS" | grep -i "x-ratelimit" >> "$BUNDLE_DIR/summary.txt" 2>/dev/null || echo "No rate limit headers found" >> "$BUNDLE_DIR/summary.txt"

Step 4: Intercom Platform Status

# Intercom status page
echo "--- Intercom Status ---" >> "$BUNDLE_DIR/summary.txt"
STATUS=$(curl -s https://status.intercom.com/api/v2/status.json 2>/dev/null)
echo "$STATUS" | jq '{indicator: .status.indicator, description: .status.description}' >> "$BUNDLE_DIR/summary.txt" 2>/dev/null || echo "Could not reach status page" >> "$BUNDLE_DIR/summary.txt"

# Active incidents
INCIDENTS=$(curl -s https://status.intercom.com/api/v2/incidents/unresolved.json 2>/dev/null)
INCIDENT_COUNT=$(echo "$INCIDENTS" | jq '.incidents | length' 2>/dev/null || echo "0")
echo "Active incidents: $INCIDENT_COUNT" >> "$BUNDLE_DIR/summary.txt"

Step 5: SDK and Environment Info

# Environment
echo "--- Environment ---" >> "$BUNDLE_DIR/summary.txt"
echo "Node.js: $(node --version 2>/dev/null || echo 'not installed')" >> "$BUNDLE_DIR/summary.txt"
echo "npm: $(npm --version 2>/dev/null || echo 'not installed')" >> "$BUNDLE_DIR/summary.txt"
echo "OS: $(uname -s -r)" >> "$BUNDLE_DIR/summary.txt"

# SDK version
echo "--- intercom-client Version ---" >> "$BUNDLE_DIR/summary.txt"
npm list intercom-client 2>/dev/null >> "$BUNDLE_DIR/summary.txt" || echo "intercom-client not in node_modules" >> "$BUNDLE_DIR/summary.txt"

# Endpoint connectivity test
echo "--- Endpoint Latency ---" >> "$BUNDLE_DIR/summary.txt"
for endpoint in "me" "contacts" "conversations" "admins"; do
  LATENCY=$(curl -s -o /dev/null -w "%{time_total}" \
    -H "Authorization: Bearer $TOKEN" \
    "https://api.intercom.io/$endpoint" 2>/dev/null)
  echo "  /$endpoint: ${LATENCY}s" >> "$BUNDLE_DIR/summary.txt"
done

Step 6: Collect Logs (Redacted)

# Redact sensitive data from logs
echo "--- Recent Intercom Logs (redacted) ---" >> "$BUNDLE_DIR/summary.txt"
if [ -f "logs/app.log" ]; then
  grep -i "intercom" logs/app.log 2>/dev/null | tail -50 | \
    sed -E 's/(Bearer |token[=:] ?)[^ "]+/\1[REDACTED]/gi' | \
    sed -E 's/[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}/[EMAIL]/g' \
    >> "$BUNDLE_DIR/logs-redacted.txt"
fi

# Configuration (secrets masked)
echo "--- Config (redacted) ---" >> "$BUNDLE_DIR/summary.txt"
if [ -f ".env" ]; then
  sed 's/=.*/=***REDACTED***/' .env >> "$BUNDLE_DIR/config-redacted.txt"
fi

Step 7: Package and Output

# Package bundle
tar -czf "$BUNDLE_DIR.tar.gz" "$BUNDLE_DIR"
rm -rf "$BUNDLE_DIR"

echo ""
echo "Debug bundle created: $BUNDLE_DIR.tar.gz"
echo "Review for sensitive data before sharing with support."

Sensitive Data Policy

ALWAYS redact before sharing:

• Access tokens and OAuth secrets
• Webhook signing secrets
• Email addresses and PII
• Customer conversation content

Safe to include:

• HTTP status codes and error codes
• request_id from error responses (Intercom support needs these)
• Rate limit header values
• SDK and runtime versions
• Endpoint latency measurements

Error Handling

Resources

• Intercom Status
• Intercom Support
• Error Codes Reference

Next Steps

For rate limit handling, see intercom-rate-limits.