What is the name of the software that allows you to receive requests from different sources in one place?

Question

Software and Internet Services

I think this will be useful for many businesses
. There is a company that has a twitter, email, pages in social networks, a YouTube channel, a call center and other sources. Clients can express dissatisfaction, and make attempts to communicate in any place.
I would like to know the name of this group of software, and even better to find examples that allow you to achieve the following:
In the news feed mode, see the reaction of users, respectively mark as read or not. For each user, link an account with previous requests, and the ability to link one person to different social network accounts.
If a reaction requires a representative to respond, a so-called "ticket" is opened. Any email correspondence by definition ticket. Moreover, a ticket can start on Twitter and end in a contact. where it is more convenient for the user. It is logical that the appeal is not only registered, but also answered in the same place where the user wants.
Moreover, if there is a site change, the accounts are automatically linked (this is already a wish).
The purpose of the software is to simplify work with multiple sources, not to lose a single user request.