Best Practices

Dear all,

I would like to know if it is possible to change / add texts in the New Ticket screen?
What i would like to do is request the users to provide to us as much information as possible. Best way to do this is to add a text in the upper section of the screen.

Any idea if this can be easily done? I already contacted the Kace support team but they can only do this once we pay extra, but in my opinion it should be a standard function.