Title: Triage for specific ticket types
Author: Courtney P.K.
Published: March 8, 2017
Last modified: February 22, 2024

---

# Triage for specific ticket types

## In this article

 * [15th Anniversary Swag Requests](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#15th-anniversary-swag-requests)
 * [Amazon Web Service emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#amazon-web-service-emails)
 * [“An attendee who requires special accommodations has registered for WordCamp XXX”](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#an-attendee-who-requires-special-accommodations-has-registered-for-wordcamp-xxx)
 * [Auto-generated WordCamp emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#auto-generated-wordcamp-emails)
 * [Budget Review Requested: name.wordcamp.org](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#budget-review-requested-name-wordcamp-org)
 * [CampTix Notifications](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#camptix-notifications)
 * [Developer / Meta tickets](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#developer-meta-tickets)
 * [Email Scraping](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#email-scraping)
 * [FedEx Shipment Detail Reports](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#fedex-shipment-detail-reports)
 * [Flagship WordCamp Organizer Agreement](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#flagship-wordcamp-organizer-agreement)
 * [Global Sponsorship General Enquiry](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#global-sponsorship-general-enquiry)
 * [Let’s Encrypt emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#lets-encrypt-emails)
 * [Meetup organizer wants to step-down](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#meetup-organizer-wants-to-step-down)
 * [Meetup Venue Approval Request](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#meetup-venue-approval-request)
 * [Mentor emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#mentor-emails)
 * [“Note added to your WordPress Swag Store order…” emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#note-added-to-your-wordpress-swag-store-order-emails)
 * [Open Collective](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#open-collective)
 * [“Ship Swag to…” emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#ship-swag-to-emails)
 * [Ticket Refund Requests](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#ticket-refund-requests)
 * [WordCamp-specific emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#wordcamp-specific-emails)
 * [“Your WordPress Swag Store order receipt…” emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#your-wordpress-swag-store-order-receipt-emails)
 * [“Camera kit request” emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#camera-kit-request-emails)

[↑ Back to top](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#wp--skip-link--target)

### 󠀁[15th Anniversary Swag Requests](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#15th-anniversary-swag-requests)󠁿

See the handbook page “[Responding to WordPress 15th Anniversary Swag Requests](https://make.wordpress.org/community/handbook/community-deputy/meetup-program-basics/responding-to-wordpress-15th-anniversary-swag-requests/)”.

### 󠀁[Amazon Web Service emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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”](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://central.wordcamp.org/about/).
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,
add`sponsor`. 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 
the`QBO` tag and leave the ticket active and unassigned.

### 󠀁[Budget Review Requested: name.wordcamp.org](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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/](https://slack.com/).
The WordPress community has its own Slack Channel at [https://make.wordpress.org/chat/](https://make.wordpress.org/chat/).

[[

### 󠀁[CampTix Notifications](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#lets-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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/meetup-organizer/).:
   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](https://make.wordpress.org/community/handbook/community-deputy/meetup-program/reengaging-local-communities/).
 * If you still can’t find a new organizer, take steps to [retire the group](https://make.wordpress.org/community/handbook/community-deputy/meetup-program/retiring-meetup-groups/).

### 󠀁[Meetup Venue Approval Request](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/).,
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](https://make.wordpress.org/community/handbook/community-deputy/).
to review it. Thanks!

### 󠀁[Mentor emails](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://wordpressfoundation.org/). uses Open Collective
for processing [do_action funds](https://opencollective.com/wpf#category-CONTRIBUTIONS).
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](https://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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#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](https://make.wordpress.org/community/handbook/community-deputy/resources-and-tools/help-scout/triage-in-help-scout/triage-for-specific-ticket-types/?output_format=md#camera-kit-request-emails)󠁿

These emails are requests to borrow [camera kits](https://make.wordpress.org/community/handbook/wordcamp-organizer/video/foundation-camera-kit-list/)
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](https://make.wordpress.org/community/handbook/community-deputy/wordcamp-program-basics/live-streaming-a-wordcamp/camera-kit-send-return-process/).
 * **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.

First published

March 8, 2017

Last updated

February 22, 2024

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