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Yes, that's correct. You won't be able to submit files via the API; you essentially submit a reference to it. The files are expected to already exist in the server's temp directory (or whatever directory is set for 'tmp_name'), and then you provide details of that file (i.e. that reference) in the $files you submit via SupportManagerTickets::addReply. So, in order for you to attach a file to a ticket reply, you will first need to upload the file to the server separately.

Can't be done without modifying the files for the support manager plugin. In {blesta_dir}/plugins/support_manager/models/support_manager_tickets.php you can change lines 1230 - 1239 from public function getPriorities() { return [ 'emergency' => $this->_('SupportManagerTickets.priority.emergency'), 'critical' => $this->_('SupportManagerTickets.priority.critical'), 'high' => $this->_('SupportManagerTickets.priority.high'), 'medium' => $this->_('SupportManagerTickets.priority.medium'), 'low' => $this->_('SupportManagerTickets.priority.low') ]; } to public function getPriorities() { return [ 'high' => $this->_('SupportManagerTickets.priority.high'), 'medium' => $this->_('SupportManagerTickets.priority.medium'), 'low' => $this->_('SupportManagerTickets.priority.low') ]; }

Nevermind It was pretty easy.