Are you saying that your ticket in the web interface is blank?Or are you saying that the new ticket alert is simply giving you a {%comment} instead of the text of the email?If you mean %{message} then it was removed as a valid template code a while ago, Did you
mean to use %{response} or perhaps %{ticket.thread.original}? These template codes are of course set in Admin panel -> Emails -> Templates -> click on your template