# Run the service desk

How tickets come in, get classified, merged, answered and routed, and how to tune each step.

The service desk is the Liya pipeline: intake, classification, correlation, resolution, assignment and notification. Most of it runs on rules and embeddings, so it keeps working when no model is configured. The pages below follow a ticket through it.

> [!TIP]
> The **IT service desk › Tickets** page (`/tickets`) shows every step for one ticket under its **Pipeline runs** and **History** tabs, which is the quickest way to see why a ticket ended up where it did.