Setting up Brevo for outbound email notifications

Helmdesk sends transactional email — ticket created/updated/replied-to notifications, password resets, and satisfaction surveys — through Brevo (formerly Sendinblue). Until this is configured, those emails are logged internally instead of actually sent, so configuring it is one of the first things worth doing after setup.

Where to configure it

From Settings → Email, a super admin can set:

• Brevo API key — generated from your own Brevo account under SMTP & API → API Keys.
• Sender name and email address — what your clients see in the "From" field.

The API key is stored encrypted and is never sent back to the browser once saved — the settings page shows a masked placeholder for an already-configured key, not the real value.

Verifying your sending domain

Email deliverability depends on your sending domain having the right SPF and DKIM DNS records — without them, a growing share of your outbound mail risks landing in spam. The Email settings page shows the exact records Brevo expects for your sender's domain, in the same copy-paste, check-verification-status format as connecting a custom domain.

Sending a test email

Once your API key is saved, use the Send test email button to confirm everything's actually wired up correctly before relying on it for real ticket traffic — it sends a real message through your configured sender to an address you choose, so you can confirm both that Brevo accepted it and that it actually lands in an inbox.

If Brevo is unreachable

A Brevo outage or a temporary API error never blocks a ticket reply from saving. The email itself is queued and retried in the background — the underlying ticket action always completes first, and the notification email catches up afterward.

Marketing vs. transactional

This settings page only controls transactional email — the notifications your own tickets generate. It has nothing to do with the separate marketing contact list that demo requests from helmdesk.ca's own marketing site sync into; those are two entirely separate Brevo lists serving two different purposes.