Web-service "Goga" is designed for automatic classification and routing of e-mails arriving at the support line. When a letter arrives to the Goga support line, it determines which service is needed to satisfy the user’s request and sends the letter to the support group that provides the service. Classification is useing algorithms for machine learning. The service is trained on the data accumulated over several years of customer's user service. The exchange of data with the service desk OMNITRACKER system is realized.