Triage for specific ticket types

Amazon Web Service emails 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.

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Auto-generated WordCamp emails Auto-generated WordCamp emails

These emails are auto-generated when a WordCamp 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.

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CampTix Notifications 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.

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FedEx Shipment Detail Reports 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.

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Let’s Encrypt emails 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 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.

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Meetup Venue Approval Request Meetup Venue Approval Request

These emails should be tagged with needs-venue-vetting, city-name, application and venue.
We only support financially with paying the venue 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 the cost of living of the country based on the McDonalds Big Mac index). Please leave these applications to be vetted by experienced deputies, or in case you want to vet it, 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 in the average for the city/area?
  • Can you find better locations/prices looking for them on google?

After vetting these kind of applications, tag them with second-opinion and ask an experienced deputy to check it. Thanks!

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Mentor emails Mentor emails

If the ticket has the subject line like “Does WordCamp CITYNAME need a mentor?” or “WordCamps without a mentor”, tag these with wordcamp, mentor, and the name of the city. No need to assign to anyone, since @brandondove receives an email copy. Go ahead and close these ticket(s) after tagging.

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

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“Ship Supplies to…” emails “Ship Supplies to…” emails

These emails are auto-generated when a WordCamp reaches the date of 9 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. No need to assign to anyone, a deputy that ships swag should pick these up based on the tags.

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Ticket Refund Requests 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”.

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WordCamp-specific emails 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.

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“Your WordPress Swag Store order receipt…” emails “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.