Interesting, this is what Kayako does (though admittedly, it's very useful).
I voted it up as well - this would help us (however, we could always build a custom app for this that submits a ticket at the very end - it's not hard)
I was just looking for this feature. I wanted to make a questionar for some issue before they are submitted. I guess I will have to use something else until this gets supported.
Thanks
Robert
I would also like to add my thoughts to this and the related ticket.
The application tenderapp provides a knowledgebase and discussion(forum) system to handle support. When you post a 'discussion' it uses the information to search for relevant knowledgebase articles, showing them to the person making the post allowing them to read those before submitting the 'discussion'.
The ability to autosuggest related kb articles, could cut down on a lot of support requests. The related KB articles should be suggested to a user after filling in the form, but before its submitted. Using Ajax it would be possible to load the KB article in the same page too, when its clicked so the user is not taken away from the page.
Taking it further the system could even reply to an email ticket suggesting possible articles.
You can see the tenderapp feature here
http://tenderapp.com/tour/help/
keep up the good work
My experience with KB suggestions between writing out ticket content and submitting the ticket:
1) Almost always the suggestions are not useful, and/or are ignored by the author anyway (they just provide a frustration rather than assistance)
2) Some customers get confused and don't realise the ticket isn't actually created after they click "create ticket" because this extra step is inserted afterwards.
I favour a question/answer branch logic system as a precursor to allowing ticket message content entry along the lines of the one discussed in the summary of this request.
New Feature
Open
[Feature Request] Decision Tree guides follow-up questions in Support Center's "Open Ticket"