Freshservice allows for the creation of tickets through 3 main channels. 

1. End User Portal- Users can raise an incident or a service request from the end user portal.

On the End User side this is what the page looks like when creating tickets

On the Agent side

1. Click the new button

2. On the ticket page you enter your incident information

After your finished you can save the the ticket in the multiple ways

Save - Save changes and create the ticket.
Save and New - Save changes, create this ticket and then create another ticket.
Save and Close - Save changes, create the ticket and change its status to ‘closed’. Use the option when you need to just document an incident etc.