Is it possible to do automatic scheduling of requests?

Question

Helpdesk

The essence of the current.
I would like to have a bot for the ticket tracker. For a person to write "my monitor does not work", and the IT support department was automatically assigned or automatically offered to his application. Or a person writes "I need a 2-NDFL certificate", and his application is automatically assigned to an accountant issuing certificates. Or labels were assigned (semi)automatically.
Something like hints on SO, only not by questions or articles, but by categories and projects.
Such a dispatcher, "they took out the woman - they put the machine gun in."
Does a similar solution exist? Open, closed, module to fat / gitlab, completely self-written - at the moment it does not matter.

Answer 1

In adult ServiceDesks there is such a thing as a catalog of services/templates.
There, depending on the desired template, the ticket gets to the right people / technicians.
If you "dance" from the bot - teach the bot to create the necessary tickets and hang them on the right performers through keywords / tags / rules

Answer 2

It seems that there is a solution based on 1C, it seems to be called 1C ITIL