The analysis of the possibility of automatic routing of user's calls received by the IT service by e-mail was carried out based on the classification of calls using machine learning and data available in the organization.

The study included data analysis to identify the data structure. In the course of the work, data were prepared, the best machine learning model was selected for several markup options. In order to identify clusters of homogeneous texts of calls to the support line, a thematic analysis was conducted. The BigARTM library was used.