# RudderStack: Major incident: Intercom destination got affected for all customer tiers.

**Summary:** RudderStack reported a major Intercom destination outage affecting all customer tiers across EU and US data processing pipelines. Intercom’s WAF blocked requests with the User-Agent header set to RudderLabs. The incident started at 2024-07-15 12:23 UTC and was resolved at 2024-07-15 13:54 UTC, lasting 1 h 31 min; RudderStack reported the issue fixed. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2024-07-15 12:23 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/w7scq5nhltk4](https://stspg.io/w7scq5nhltk4)
- [Company: RudderStack](https://rewindex.com/company/rudderstack.md)
- Versions: before (none: first archived) → after incident\_version:161/w68dr1k6f4c3@0400127ded6c
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Intercom destination got affected for all customer tiers.
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2024-07-15 12:23 UTC
```

**5. Added: Resolved time**

```diff
+ 2024-07-15 13:54 UTC
```

**6. Added: Affected components**

```diff
+ Data Processing Pipeline - Data Processing Pipeline (EU), Data Processing Pipeline - Data Processing Pipeline (US), Data Processing Pipeline (EU), Data Processing Pipeline (US)
```

**7. Added: Update** (identified) · 2024-07-15 12:23 UTC

```diff
+ We have identified that a Web Application Firewall (WAF) from Intercom's side is blocking requests when the User-Agent header is set to RudderLabs. Our team is actively working to resolve this issue as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience.
```

**8. Added: Update** (monitoring) · 2024-07-15 13:11 UTC

```diff
+ The issue has been fixed, and we are currently monitoring it.
```

**9. Added: Update** (resolved) · 2024-07-15 13:54 UTC

```diff
+ This incident has been resolved. Incident timeline: 13th July, 11:15 PM (UTC) to 15th July, 11:10 AM (UTC)
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2024-07-15 12:23 UTC | Major incident: Intercom destination got affected for all customer tiers. (this change) | outage |

All RudderStack changes: [timeline](https://rewindex.com/company/rudderstack/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/iec3968037a9367 · Markdown: https://rewindex.com/change/iec3968037a9367.md · JSON: https://rewindex.com/api/v1/changes/iec3968037a9367 · Generated 2026-10-18T02:55:22.068Z