Additional Fields on Pre-Chat Form

Site visitors can only enter their name & email address, while nothing else they type or might want to say comes through to us? What exactly is the benefit of us collecting any info after hours at all if we're going to have to break the ice again the next day with no ammo in our customer service arsenal?

Please Clarify: If I want to have these basic extra fields (Category of Issue, Description of Issue), I need to pay an additional $100/month for Sunshine Conversations?

If so, this is unacceptable. The amount we already pay to Zendesk should cover this simple ask. It's very bad that we don't have the capability to add these fields if the system is just going to create a ticket anyway.