The message is completely configurable. And looks like this when everything is used.

- 1: This is the message content. This will be displayed outside of the embed and can be used to ping users when used as the ticket greeting message. Use 
:user: to get the mention of the user 
- 2: Author Icon. This is only available if you provide the authors name.
 
- 3: The author name.
 
- 4: makes the author name clickable and open the configured link. Only available when you set the authors name.
 
- 5: Title name.
 
- 6: The URL. When clicking on the title it will open the configured link. Only available when you set the Title.
 
- 7: The embeds description. Use 
:user: to get the mention of the user 
- 8: The thumbnail of the embed.
 
- 9: The image of the embed.
 
- 10: The Footer icon. Only available when you set the Footer text.
 
- 11: The footer text.
 
Only 1 and 7  are available for non premium subscriptions