Hey Marco,
Thanks for reaching out. The features you are trying to implement are possible, but would unfortunately require many code customizations to implement 🙁
So to implement the features you describe, you would have to write that custom code or hire a professional developer to write the code for you. We have a list of great developers here → http://m.tri.be/18k1 (and have no affiliation with any of these folks–they’re simple some well-respected names in the community that we’ve compiled to share in situations like this one).
The good news is that our plugins WILL be able to do this by default within a few months; we are releasing “ticket meta” features to collect information with tickets like you describe. This should be arriving within a few months. I unfortunately do not have a more specific ETA than this, but just wanted to mention that this is on its way.
Thank you,
George