I'm assuming you updated $hesklang['message'] to include the text you currently have. What I would do is in custom-text.php (if you created it), add a new line:
If you can copy and paste your contents of admin/new_ticket.php and custom-text.php into either a [ code ][ /code ] block or in a Gist at https://gist.github.com, I can take a look at it and see what's going wrong
Mike, Lead Developer of HESK: A surprisingly simple, user-friendly and FREE help desk software with integrated knowledgebase.