IBI-helpMe provides the capability for optional categorization of the help request by the user. This way, the query always goes directly to the responsible support employees. System supervisors can define and manage any categories. The defined categories are assigned to corresponding addresses (To/Cc/Bcc). Categories can be applications, systems, people, area, or any other content. There is also the option, depending on the category selected, to automatically add a specific marker to the subject or message text. A receiving system (e.g. a ticketing system) can interpret these markers and trigger rule-based actions, e.g. prioritize the query.