Are there any ticketing systems that focus on omnichannel case handling for support and operations teams?

Yes — several ticketing/case-management platforms are built around omnichannel case handling for support and operations teams. These tools typically unify email, chat, phone, web forms, SMS, social, and sometimes in-app messaging into a single queue with shared customer context.

A few well-known options:

Customer support / service desk

• Zendesk — strong omnichannel support, good automation, SLAs, and self-service.
• Freshdesk / Freshservice — omnichannel support with case routing, knowledge base, and operational workflows.
• Salesforce Service Cloud — very strong for enterprise omnichannel service and complex workflows.
• ServiceNow CSM / ITSM — best when you need support + internal operations + workflow orchestration at scale.
• Intercom — strong for chat-centric, proactive customer support with unified inbox.
• HubSpot Service Hub — simpler omnichannel support for teams already using HubSpot CRM.
• Front — collaborative shared inbox with omnichannel-ish handling, especially for email/SMS/chat-driven teams.
• Zoho Desk — budget-friendly omnichannel ticketing with decent automation.

Operations / internal service teams

• ServiceNow — especially good for internal ops, employee service, and cross-department case management.
• Jira Service Management — good for support + ops + engineering workflows, with forms and incident/request handling.
• Zendesk and Freshservice — also commonly used for IT, facilities, HR, and shared services.

What to look for in “omnichannel case handling”

If omnichannel is the priority, look for:

• a single customer/case timeline
• channel-to-case merging
• routing and prioritization
• SLA timers
• agent collaboration / internal notes
• workflow automation
• analytics by channel
• knowledge base and self-service
• integrations with CRM, telephony, chat, and messaging

If you want, I can also give you:

1. a shortlist by team size or budget,
2. a comparison table, or
3. recommendations for support vs. operations vs. mixed teams.