Email template?

When a customer is sending through an email request, would it be possible to provde them with a template or xml form for them to send through to us so that it pre-populates some common fields (like 'product', 'issue type', etc.). This would save the issue from having to log in to our support site to log a detailed request. It would also save our support staff from having to constantly EDIT a support request to put in some basic fields that a user can do.

Also.. we want to make it so some of the applications we have written will automaically raise a support ticket when they experience an error. Is there an API, or a suggested way we can automate this? At the moment, the application just sends us an email to support@xxxxx.com and that opens a new ticket, but we also want the application to specify priority, product, etc. (kind of the same requirement as above.. an XML form would solve this)