---
title: "Sainapse: Intelligent Ticket Classification"
description: "Confidence scores on ticket classification are calibrated against outcomes. Freshworks holds 93% resolution accuracy, judged correct on review, 12+ months."
canonical_url: "https://www.sainapse.ai/features/intelligent-ticket-classification"
markdown_url: "https://www.sainapse.ai/features/intelligent-ticket-classification.md"
text_url: "https://www.sainapse.ai/features/intelligent-ticket-classification.txt"
archetype: "feature-leaf"
---

# Sainapse: Intelligent Ticket Classification

Customer Support

## Intelligent Ticket Classification

When Sainapse says 80%, it's right 80% of the time.

On this page:

- [What it is](https://www.sainapse.ai/features/intelligent-ticket-classification#features_intelligent_ticket_classification_03)

- [How it works](https://www.sainapse.ai/features/intelligent-ticket-classification#features_intelligent_ticket_classification_04)

- [Where it shows up](https://www.sainapse.ai/features/intelligent-ticket-classification#features_intelligent_ticket_classification_05)

- [Part of](https://www.sainapse.ai/features/intelligent-ticket-classification#features_intelligent_ticket_classification_06)

Updated August 2026

What it is

Anyone can print a confidence score. Sainapse calibrates it against outcomes and shows you the curve. Every field is classified separately: category, sub-category, priority, type, group. Each carries a confidence number that means what it says.

How it works

## How it works.

Sainapse reads the whole message in context, handles multi-intent emails and lookalike categories, and adapts to new product launches without rule rewrites.

Calibration reports measure the confidence scores against production outcomes, per class, so the number is audited rather than asserted.

Where it shows up

## Where it shows up.

Inside your existing ticketing tool (Salesforce Type/Sub-Type, Freshdesk categories, ServiceNow), before the ticket lands in a queue. Freshworks runs Sainapse on its own support desk at 93% first response resolution, sustained for 12 months.

### Part of

- [Customer Support](https://www.sainapse.ai/workflows/customer-support)

- [All features](https://www.sainapse.ai/features)

## See it on your documents, tickets, and accounts.

- [Book a demo](https://www.sainapse.ai/book-a-demo)

## Sitemap

See the full [Sainapse sitemap](https://www.sainapse.ai/sitemap.md).