Triage for specific ticket types

15th Anniversary Swag Requests

See the handbook page “Responding to WordPress 15th Anniversary Swag Requests”.

Amazon Web Service emails

If the ticket has a subject line like “Amazon Web Services Billing Statement Available”, tag these with amazon, and wptv, and close them.

“An attendee who requires special accommodations has registered for WordCamp XXX”

TagTag Tag is one of the pre-defined taxonomies in WordPress. Users can add tags to their WordPress posts along with categories. However, while a category may cover a broad range of topics, tags are smaller in scope and focused to specific topics. Think of them as keywords used for topics discussed in a particular post. these with wordcamp, the name of the city, and allergy. Forward the email to the organizing team (CITYNAME@wordcamp.org) with the Predefined Reply called “Life Threatening Allergy Forward”.

Auto-generated WordCamp emails

These emails are auto-generated when a WordCampWordCamp WordCamps are casual, locally-organized conferences covering everything related to WordPress. They’re one of the places where the WordPress community comes together to teach one another what they’ve learned throughout the year and share the joy. Learn more. site is created. Their subject lines are usually:

So you’ve booked your WordCamp venue… Now what?
Meet your Global Community Sponsors
WordCamp CITYNAME community sponsorship introduction

Tag these with wordcamp, and the name of the city. If the email relates to sponsors, addsponsor. No need to assign to anyone, just tag the tickets and close them.

If the subject line reads “Does WordCamp CITYNAME need to be added to QBO”, add theQBO tag and leave the ticket active and unassigned.

Budget Review Requested: name.wordcamp.org

When WC organizer click on the Submit for Approval button on the budget tool, we receive a notification on HelpScout. You’ll have to change the customer with the WC email address, and reply using the template: WORDCAMP: Schedule budget review

Before sending the email, remember to assigne the ticket to: Anyone. This way, when the organizers reply, the message will go in the unassigned folder and not in your personal one.

In order to watch this video, you need to be part of the community-program-supporters channel on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/..

CampTix Notifications

If the ticket has the subject line “CampTix Log Notification” it should be tagged wordcamp, ticket, and the city name of the WordCamp it’s referencing. These tickets can be closed after tagging.

Developer / Meta tickets

Any developer-related questions that you cannot answer yourself can be tagged meta, then assigned to a developer (i.e., Corey or Ian). Then you can send the Predefined Reply “Response to Developer/MetaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. questions” to the organizer.

Email Scraping

If you receive a complaint about email scrapers from a WordCamp attendee, reply to let them know that we will warn the scraper. To the scraper, send the Email Scraping response saved reply. The WordCamp CentralWordCamp Central Website for all WordCamp activities globally. https://central.wordcamp.org includes a list of upcoming and past camp with links to each. legal team will take care of the case from there.

FedEx Shipment Detail Reports

If the ticket subject contains “FedEx Shipment Detail Report”, these pertain to the camera kits that get shipped to/from WordCamps. Simply tag these tickets with fedex and camera-kits then close them.

Flagship WordCamp Organizer Agreement

For flagship events like WordCamp Asia, WordCamp Europe, and WordCamp US, multiple organziers need to sign the organizer agreement. When they sign it, we receive a notification on HS with the tag “needs-site” as it happens for local WordCamps. Usually, we’d create the event website and send the logins to the organizer, but with flagship events no further action is required. We can mark directly the ticket as Closed.

Global Sponsorship General Enquiry

For emails requesting general information about the Global Sponsorship program, you can use the saved reply General/global sponsorship inquiry.

Let’s Encrypt emails

Any tickets from Let’s Encrypt should be tagged meta and ssl. Then, look at the subject line to determine what to do next. If you’re unsure about what to do, or something seems wrong, please notify a developer so they can look into it.

“Let’s Encrypt staging environmentStaging Environment A staging environment is a non-production copy of your site. This is a private place to build the site — design, copy, and code — until your client approves it for production or live. Sometimes used in addition to, or as a Development Environment. certificate expiry”
- These messages should contain this line: “[ Note: This message is from the Let’s Encrypt staging environment. It likely is not relevant to any live web site. ]”
  - If they do, then it’s safe to close the ticket
  - If they don’t, then please notify a developer.
“Let’s Encrypt certificate expiration notice”
- Sometimes these are safe to ignore, but other times there can be an urgent problem that the developers need to know about. It’s important to look closely to figure out which of the situations is true for each message.
- If you ever see more than 3 of these in a given month, please notify a developer just to be safe.
- Each message should list the domain names that are expiring, e.g. 2016.city.wordcamp.org. If there are multiple domain names listed, you’ll need to check each one.
- If the domain is for a site that was renamed (e.g., 2016.city.wordcamp.org was renamed to 2017.city.wordcamp.org because the event was delayed), and the domain is for the old year (e.g., 2016) rather than the new year (e.g., 2017), then it’s ok to close the ticket. If the ticket is about the new year, then please notify a developer immediately.
- If the domain is for a testing site (e.g., something like ian-test.wordcamp.org), you can just close it.
- If the domain is a normal site that is currently available (like central.wordcamp.org, 2015.us.wordcamp.org, 2013.london.wordcamp.org, etc), then please notify a developer immediately.
All other subject lines
- Please let a developer know immediately because it could be an urgent problem.

Meetup organizer wants to step-down

If there are other organizers, use “MEETUPMeetup Meetup groups are locally-organized groups that get together for face-to-face events on a regular basis (commonly once a month). Learn more about Meetups in our Meetup Organizer Handbook.: Organizer step-down (there are other organizers)” saved reply.
If the only one organizer of the group would like to step down, ask if there is someone they recommend as a new organizer. If that doesn’t work out, try to talk to the local community.
If you still can’t find a new organizer, take steps to retire the group.

Meetup Venue Approval Request

These emails should be tagged with needs-venue-vetting, city-name, application and venue.
We only support financially by paying the venue for those Meetup groups which are official in the Meetup chapter program and in any case, we can’t ever approve an application that implies more than $5 per person/event (or similar depending on the cost of living of the country based on the McDonalds Big Mac index). Please leave these applications to be vetted by experienced deputiesProgram Supporter Community Program Supporters (formerly Deputies) are a team of people worldwide who review WordCamp and Meetup applications, interview lead organizers, and keep things moving at WordCamp Central. Find more about program supporters in our Program Supporter Handbook., or in case you want to vet them, here are some suggestions:

We need to vet the venue(s) proposed, not the person (because the lead organizer has been vetted already when joined the chapter)
Was one of the organizers who submitted the Meetup Venue Approval Request?
Has the organizer already asked the whole group if they can suggest a new venue?
Is the venue proposed under $5/person/event and is it the price on the average for the city/area?
Can you find better locations/prices looking for them on google?

After vetting this kind of application, tag them second-opinion and ask an experienced deputyProgram Supporter Community Program Supporters (formerly Deputies) are a team of people worldwide who review WordCamp and Meetup applications, interview lead organizers, and keep things moving at WordCamp Central. Find more about program supporters in our Program Supporter Handbook. to review it. Thanks!

Mentor emails

If the ticket has the subject line like “Does WordCamp CITYNAME need a mentorEvent Supporter Event Supporter (formerly Mentor) is someone who has already organised a WordCamp and has time to meet with their assigned mentee every 2 weeks, they talk over where they should be in their timeline, help them to identify their issues, and also identify solutions for their issues.?” or “WordCamps without a mentor”, tag these with wordcamp, mentor, and the name of the city.

If you have access to the Mentor Dashboard:
Assign the ticket to yourself. Take a look at the current assignment status and reach out to potential mentor(s), either via DM or in the #community-mentors Slack channel. Once the mentor is assigned, send the WORDCAMP: Mentor intro message and update the WordCamp tracker.

If you don’t have access to the Mentor Dashboard:
Leave the ticket for others to pick up.

“Note added to your WordPress Swag Store order…” emails

These emails are automatically sent from the Swag Store when an order has been shipped. Tag the ticket with swag, Check who placed the order (under “Billing address”), and assign it to that deputy.

Open Collective

WordPress FoundationWordPress Foundation The WordPress Foundation is a charitable organization founded by Matt Mullenweg to further the mission of the WordPress open source project: to democratize publishing through Open Source, GPL software. Find more on wordpressfoundation.org. uses Open Collective for processing do_action funds. If you see any other Open Collective emails you aren’t sure about, ask other deputies.

“XXX wants to be hosted by WordPress Foundation”: A new do_actiondo_action do_action hackathons are community-organised events that are focussed on using WordPress to give deserving charitable organisations their own online presence. Learn more on doaction.org. event may be requesting to be approved as a sponsored event. Follow the instruction on the note added by an automated workflow “Open Collective Host Request”.
“Expense paid for XXX”: This usuall meany a do_action organizer is requesting a reimbursement of an expense. Follow the instruction on the note added by the “Open Collective Expense Review Needed” workflow.
“Open Collective New Expense Approved on XXX”: This means it is ready to be paid. With “Open Collective New Expense Approved” workflow, it gets assigned to our finance wranglerWrangler Someone, usually a person part of event organizing team, who looks after certain things like budget or sponsors..

“Ship Swag to…” emails

These emails are auto-generated when a WordCamp reaches the date of 8 weeks before their event. If the ticket has the subject line “Ship Supplies to WordCamp CITYNAME”, tag these with wordcamp, swag, needs-swag, and the name of the city. You’ll have to change the customer with the right WC email address, and reply using the template: WORDCAMP: Swag shipment info request

Before sending the email, remember to assigne the ticket to: Anyone. This way, when the organizers reply, the message will go in the unassigned folder and not in your personal one.

In order to watch this video, you need to be part of the community-program-supporters channel on Slack.

Ticket Refund Requests

These emails should be forwarded to the organizing team of the specific WordCamp to handle. Use the forwarding method outlined below (“WordCamp-specific emails”) with the Saved Reply called “WORDCAMP: Forward refund request to organizers”.

WordCamp-specific emails

Emails that are addressed to a specific WordCamp city’s organizing team should be forwarded to the team in question. Common questions to specific cities are about schedule, venue, tickets, refunds, etc.

To forward a ticket via email, simply select “Forward” from the “More Actions” menu:

It is usually safe to assume CITYNAME@wordcamp.org is the best email address to forward to, but you may also want to CC the lead organizer’s email address as well.

“Your WordPress Swag Store order receipt…” emails

These emails are automatically sent from the Swag Store when an order is placed. Tag the ticket with swag, Check who placed the order (under “Billing address”), and assign it to that deputy.

“Camera kit request” emails

These emails are requests to borrow camera kits from Foundation for recording WordCamp talks. Check which WordCamp requested the kits and tag with the name of city and camera-kits. Then:

Europe: Assign the ticket to Timi Wahalahti (sippis).
US and Canada: No need to assign to anyone, a deputy that ships swag should pick these up based on the tags and follow this instruction.
Other regions: Let the requester know that we don’t have camera kits for other regions. They can try talking to local university’s film school to see if they are able to help.

Triage for specific ticket types

In this article