first of all the onsite- ofshore model is based for cost cutting measure to implement or to carry out Prod Support. basically in Implementation few resource will be onsite- to gather information and mainly in design phase and these resources are functional consultant, and very few will be technical consultant it depends on the size of the project.
whatever the design and analysis will be completed at onsite and for the GAPS they usually send it to offshore to develop.
and in support the tickets will be raised by the user if they are not able to perform some transaction or the user executes wrong transaction. it basically works like a call center as you know if you face any problem with your cell phone, you will call to callc centre to clarify or if there is major difficulty they will raise the ticket.
the basic tools used in support are REMEDY, Solution manager Support DESK and there are many other custom made tools used by the companies.
hope it helps
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