Ticket Fields and Rules

Hi

I'm currently trialing Freshdesk - and have been looking at it with a view to solving specific areas for our small business.

Critical for us is the ability to set custom tickets based on what our customer actually wants from us.  An example - we have customers who have different systems under agreement with us.  We offer both reactive and preventative maintenance.  The questions we ask to support say "Fire Alarm Maintenance" would be very different from those we ask to support "Burglar Alarm Fault" - in the former case, we'd ask things like "When would you like this done" and "Are any faults apparent on the system" - whereas for the latter, we'd want to collect information such as "What does the message on the keypad say" or "Are there any lights on the display", and other such questions.

All of the questions we normally ask are set on two key fields - Reason for Call and then System Type.  Those two fields set everything about our response.  They set not only the questions we then ask, but also response times, advice given, and more.  It's kind of critical to us that we ask the right questions, so as not to let our customers down - I'm not at all sure I can trust the ticket we're given to do any of that, as it's so inflexible.  

I can't find any way to remove some of the "default" fields either - "Subject" is no good to us, for example, and while I can hide it from customer portal view, I can't clear it from the ticket design window, and it's very cluttered - I have no idea at a glance what will appear on my ticket and what won't.  

Is there any chance that this kind of conditional field functionality will be available soon, even if it were to allow us to present different sub forms based on a couple of initial answers?