intercom-debug-bundle

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

Issue	Cause	Solution
jq: command not found	jq not installed	apt install jq or brew install jq
Auth test returns 401	Token invalid	Regenerate in Developer Hub
Status page unreachable	Network issue	Try curl https://status.intercom.com directly
No rate limit headers	Request failed early	Fix auth first

Resources

• Intercom Status
• Intercom Support
• Error Codes Reference

Next Steps

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