Adding an automated response to support request that asks for more specific information to make answering easier, and without the information ticket would simply close.
Hi Pyry,
Have a look at this document
https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html
Example Usage :
Thanks,
Mehmet Sirin
Assuming I understand your request correctly, you should not do this through a first response. Rather you should do this in the form itself at creation add the necessary custom fields and require the user to fill them in.
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