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Webhook (V3) Documentation

Learn more about Snap Send Solve’s webhook integration

Updated over a week ago

Introduction

This document will help you understand how Snap Send Solve webhook integration works and how to configure it to receive report payloads whenever a new report is created in Snap Send Solve.

Overview

Snap Send Solve is a platform that enables users to report issues such as potholes, graffiti and damaged infrastructure directly to local authorities and service providers. Our webhook integration allows your organisation to receive these reports into your systems instantly, facilitating faster response times and more efficient resolution of issues. With our webhook integration, Snap Send Solve pushes a report payload to your specified webhook URL as soon as a report is created, or when a Snapper takes any of the following actions:

  • Closes a report as solved

  • Closes a report as unsolved

  • Cancels a report

  • Nudges a report

  • Rates a report

  • Deflects (abandons) their report and matches an existing one

Authentication

To ensure secure communication between Snap Send Solve and your webhook endpoint, we support two types of authentication: OAuth 2 and API Key. This section explains how to configure both methods.

OAuth 2

  1. Obtain an OAuth 2 Token: Snap Send Solve will follow the OAuth 2 flow to obtain an access token from your identity provider.

  2. Include the Token in Requests: This token will be included in the Authorization header of each HTTP request in the format: Bearer OAUTH2_TOKEN . Your endpoint must validate this token to ensure the request is legitimate.

API Key

  1. Provision API Key: The API key provisioned should be exclusively utilized for Snap Send Solve integration only.

  2. Include the API Key in Requests: This API key will be included in the X-API-KEY header of each HTTP request in the format: YOUR_API_KEY. Your endpoint must validate this token to ensure the request is legitimate.

Handling Snap Send Solve Request Payload

When a new report is created in Snap Send Solve, the platform sends a HTTP POST request to the configured webhook URL. The payload of this request is in JSON format and contains information about the report.

Request Payload Examples:

Your webhook should be configured to handle the following payloads and process the information accordingly.

Report created

{
  "id": 4282573,
  "images": [
  "https://snapsendsolve-reports.s3.ap-southeast-2.amazonaws.com/images/04282573/public/1_csr7csl16zoa.jpg"
  ],
  "address": "15 Palmer Parade, Cremorne VIC 3121, Australia",
  "notes": "test report",
  "latitude": "-37.8314644",
  "longitude": "144.9929973",
  "incidentType": "Snap Send Solve - Test",
  "date": "2024-02-13T21:48:20.826Z",
  "additionalFields": [
    {
      "name": "Question 1",
      "value": "answer 1"
    }
  ],
  "reportUrl": "https://snapsendsolve.page.link/ahxrsas8",
  "reporter": {
    "firstName": "Chris",
    "lastName": "Cook",
    "email": "test@email.com",
    "isPrivateEmail": true,
    "phone": "+61400123456",
    "address": "570 Church St",
    "suburb": "Cremorne",
    "postcode": "3121"
  },
  "location": {
    "address": {
      "streetNumber": "15",
      "street": "Palmer Parade",
      "suburb": "Cremorne",
      "city": "City of Yarra",
      "state": "Victoria",
      "postcode": "3121",
      "country": "Australia"
    }
  },
  "videoUrls": ["https://example.com/video1.mp4"],
  "deflectionCount": 2,
  "isFlaggedForSolver": true,
  "priority": "High"
}

Report closed solved

{
  "authorityId": 123,
  "action": "SNAPPER_SOLVED",
  "actionData": {
    "snapperStatus": "Solved"
  },
  "actionTimestamp": "2025-11-10T07:00:00Z",
  "description": "Snapper marked report as Solved",
  "id": 4282573,
  "images": [
    "https://snapsendsolve-reports.s3.ap-southeast-2.amazonaws.com/images/04282573/public/1_csr7csl16zoa.jpg"
  ],
  "address": "15 Palmer Parade, Cremorne VIC 3121, Australia",
  "notes": "test report",
  "latitude": "-37.8314644",
  "longitude": "144.9929973",
  "incidentType": "Snap Send Solve - Test",
  "date": "2024-02-13T21:48:20.826Z",
  "additionalFields": [
    {
      "name": "Question 1",
      "value": "answer 1"
    }
  ],
  "reportUrl": "https://snapsendsolve.page.link/ahxrsas8",
  "reporter": {
    "firstName": "Chris",
    "lastName": "Cook",
    "email": "test@email.com",
    "isPrivateEmail": true,
    "phone": "+61400123456",
    "address": "570 Church St",
    "suburb": "Cremorne",
    "postcode": "3121"
  },
  "location": {
    "address": {
      "streetNumber": "15",
      "street": "Palmer Parade",
      "suburb": "Cremorne",
      "city": "City of Yarra",
      "state": "Victoria",
      "postcode": "3121",
      "country": "Australia"
    }
  },
  "videoUrls": ["https://example.com/video1.mp4"],
  "deflectionCount": 2,
  "isFlaggedForSolver": true,
  "priority": "High"
}

Report closed unsolved

{
  "authorityId": 123,
  "action": "SNAPPER_UNSOLVED",
  "actionData": {
    "snapperStatus": "Unsolved"
  },
  "actionTimestamp": "2025-11-10T08:15:00Z",
  "description": "Snapper marked report as Unsolved",
  "id": 4282573,
  "images": [
    "https://snapsendsolve-reports.s3.ap-southeast-2.amazonaws.com/images/04282573/public/1_csr7csl16zoa.jpg"
  ],
  "address": "15 Palmer Parade, Cremorne VIC 3121, Australia",
  "notes": "test report",
  "latitude": "-37.8314644",
  "longitude": "144.9929973",
  "incidentType": "Snap Send Solve - Test",
  "date": "2024-02-13T21:48:20.826Z",
  "additionalFields": [
    {
      "name": "Question 1",
      "value": "answer 1"
    }
  ],
  "reportUrl": "https://snapsendsolve.page.link/ahxrsas8",
  "reporter": {
    "firstName": "Chris",
    "lastName": "Cook",
    "email": "test@email.com",
    "isPrivateEmail": true,
    "phone": "+61400123456",
    "address": "570 Church St",
    "suburb": "Cremorne",
    "postcode": "3121"
  },
  "location": {
    "address": {
      "streetNumber": "15",
      "street": "Palmer Parade",
      "suburb": "Cremorne",
      "city": "City of Yarra",
      "state": "Victoria",
      "postcode": "3121",
      "country": "Australia"
    }
  },
  "videoUrls": ["https://example.com/video1.mp4"],
  "deflectionCount": 2,
  "isFlaggedForSolver": true,
  "priority": "High"
}

Report cancelled

{
  "authorityId": 123,
  "action": "SNAPPER_CANCELLED",
  "actionData": {
    "snapperStatus": "Cancelled",
    "cancellationReason": "Duplicate report - already resolved under report #12340"
  },
  "actionTimestamp": "2025-11-10T09:30:00Z",
  "description": "Snapper cancelled report",
  "id": 4282573,
  "images": [
    "https://snapsendsolve-reports.s3.ap-southeast-2.amazonaws.com/images/04282573/public/1_csr7csl16zoa.jpg"
  ],
  "address": "15 Palmer Parade, Cremorne VIC 3121, Australia",
  "notes": "test report",
  "latitude": "-37.8314644",
  "longitude": "144.9929973",
  "incidentType": "Snap Send Solve - Test",
  "date": "2024-02-13T21:48:20.826Z",
  "additionalFields": [
    {
      "name": "Question 1",
      "value": "answer 1"
    }
  ],
  "reportUrl": "https://snapsendsolve.page.link/ahxrsas8",
  "reporter": {
    "firstName": "Chris",
    "lastName": "Cook",
    "email": "test@email.com",
    "isPrivateEmail": true,
    "phone": "+61400123456",
    "address": "570 Church St",
    "suburb": "Cremorne",
    "postcode": "3121"
  },
  "location": {
    "address": {
      "streetNumber": "15",
      "street": "Palmer Parade",
      "suburb": "Cremorne",
      "city": "City of Yarra",
      "state": "Victoria",
      "postcode": "3121",
      "country": "Australia"
    }
  },
  "videoUrls": ["https://example.com/video1.mp4"],
  "deflectionCount": 2,
  "isFlaggedForSolver": true,
  "priority": "High"
}

Report nudged

{
  "authorityId": 123,
  "action": "SNAPPER_NUDGED",
  "actionData": {
    "snapperStatus": "Nudged",
    "hasBeenNudged": true
  },
  "actionTimestamp": "2025-11-10T10:45:00Z",
  "description": "Snapper nudged report",
  "id": 4282573,
  "images": [
    "https://snapsendsolve-reports.s3.ap-southeast-2.amazonaws.com/images/04282573/public/1_csr7csl16zoa.jpg"
  ],
  "address": "15 Palmer Parade, Cremorne VIC 3121, Australia",
  "notes": "test report",
  "latitude": "-37.8314644",
  "longitude": "144.9929973",
  "incidentType": "Snap Send Solve - Test",
  "date": "2024-02-13T21:48:20.826Z",
  "additionalFields": [
    {
      "name": "Question 1",
      "value": "answer 1"
    }
  ],
  "reportUrl": "https://snapsendsolve.page.link/ahxrsas8",
  "reporter": {
    "firstName": "Chris",
    "lastName": "Cook",
    "email": "test@email.com",
    "isPrivateEmail": true,
    "phone": "+61400123456",
    "address": "570 Church St",
    "suburb": "Cremorne",
    "postcode": "3121"
  },
  "location": {
    "address": {
      "streetNumber": "15",
      "street": "Palmer Parade",
      "suburb": "Cremorne",
      "city": "City of Yarra",
      "state": "Victoria",
      "postcode": "3121",
      "country": "Australia"
    }
  },
  "videoUrls": ["https://example.com/video1.mp4"],
  "deflectionCount": 2,
  "isFlaggedForSolver": true,
  "priority": "High"
}

Report rated

{
  "authorityId": 123,
  "action": "SNAPPER_RATED",
  "actionData": {
    "reportId": 4282573,
    "isRated": true,
    "starRating": 5,
    "communicationRating": 5,
    "qualityRating": 5,
    "speedRating": 4,
    "feedback": "Very happy with the quick response and resolution. Thank you!",
    "ratingDetails": {
      "overallSatisfaction": "excellent"
    },
    "ratingImages": []
  },
  "actionTimestamp": "2025-11-10T11:30:00Z",
  "description": "Snapper rated report",
  "id": 4282573,
  "images": [
    "https://snapsendsolve-reports.s3.ap-southeast-2.amazonaws.com/images/04282573/public/1_csr7csl16zoa.jpg"
  ],
  "address": "15 Palmer Parade, Cremorne VIC 3121, Australia",
  "notes": "test report",
  "latitude": "-37.8314644",
  "longitude": "144.9929973",
  "incidentType": "Snap Send Solve - Test",
  "date": "2024-02-13T21:48:20.826Z",
  "additionalFields": [
    {
      "name": "Question 1",
      "value": "answer 1"
    }
  ],
  "reportUrl": "https://snapsendsolve.page.link/ahxrsas8",
  "reporter": {
    "firstName": "Chris",
    "lastName": "Cook",
    "email": "test@email.com",
    "isPrivateEmail": true,
    "phone": "+61400123456",
    "address": "570 Church St",
    "suburb": "Cremorne",
    "postcode": "3121"
  },
  "location": {
    "address": {
      "streetNumber": "15",
      "street": "Palmer Parade",
      "suburb": "Cremorne",
      "city": "City of Yarra",
      "state": "Victoria",
      "postcode": "3121",
      "country": "Australia"
    }
  },
  "videoUrls": ["https://example.com/video1.mp4"],
  "deflectionCount": 2,
  "isFlaggedForSolver": true,
  "priority": "High"
}

Report deflected

{
  "authorityId": 123,
  "action": "SNAPPER_DEFLECTED",
  "actionData": {
    "reportId": 4282573,
    "deflections": 3
  },
  "actionTimestamp": "2025-11-10T12:00:00Z",
  "description": "Deflection created by another Snapper abandoning and matching report to one of your reports",
  "id": 4282573,
  "images": [
    "https://snapsendsolve-reports.s3.ap-southeast-2.amazonaws.com/images/04282573/public/1_csr7csl16zoa.jpg"
  ],
  "address": "15 Palmer Parade, Cremorne VIC 3121, Australia",
  "notes": "test report",
  "latitude": "-37.8314644",
  "longitude": "144.9929973",
  "incidentType": "Snap Send Solve - Test",
  "date": "2024-02-13T21:48:20.826Z",
  "additionalFields": [
    {
      "name": "Question 1",
      "value": "answer 1"
    }
  ],
  "reportUrl": "https://snapsendsolve.page.link/ahxrsas8",
  "reporter": {
    "firstName": "Chris",
    "lastName": "Cook",
    "email": "test@email.com",
    "isPrivateEmail": true,
    "phone": "+61400123456",
    "address": "570 Church St",
    "suburb": "Cremorne",
    "postcode": "3121"
  },
  "location": {
    "address": {
      "streetNumber": "15",
      "street": "Palmer Parade",
      "suburb": "Cremorne",
      "city": "City of Yarra",
      "state": "Victoria",
      "postcode": "3121",
      "country": "Australia"
    }
  },
  "videoUrls": ["https://example.com/video1.mp4"],
  "deflectionCount": 2,
  "isFlaggedForSolver": true,
  "priority": "High"
}

Field descriptions

  • authorityId: Unique identifier for your organisation

    • positive integer

  • action: Snapper action that triggered this webhook.

    • string up to 100 characters

    • one of: SNAPPER_SOLVED, SNAPPER_UNSOLVED, SNAPPER_CANCELLED, SNAPPER_NUDGED, SNAPPER_RATED, SNAPPER_DEFLECTED

  • actionData: Additional data related to the Snapper action

    • object

    • can be an empty object

    • fields depend on the value of action as below

      • For SNAPPER_SOLVED and SNAPPER_UNSOLVED :

        • snapperStatus: Status of the report from the Snapper’s perspective at the time of this action.

          • string up to 100 characters

      • For SNAPPER_CANCELLED

        • snapperStatus: Status of the report from the Snapper’s perspective at the time of cancellation.

          • string up to 100 characters

        • cancellationReason: Reason provided by the Snapper for cancelling the report.

          • string up to 1000 characters

          • can be null

      • For SNAPPER_NUDGED

        • snapperStatus: Status of the report from the Snapper’s perspective at the time of the nudge.

          • string up to 100 characters

        • hasBeenNudged: Whether this report has been nudged.

          • boolean

      • For SNAPPER_RATED

        • reportId: Unique identifier for the report that was rated.

          • positive integer

        • isRated: Whether a rating exists for this report.

          • boolean

        • starRating: Overall star rating given by the Snapper (e.g. 1–5).

          • number

        • communicationRating: Rating for communication with the authority (e.g. 1–5).

          • number

        • qualityRating: Rating for the quality of the resolution/outcome (e.g. 1–5).

          • number

        • speedRating: Rating for how quickly the issue was handled (e.g. 1–5).

          • number

        • feedback: Free-text feedback left by the Snapper.

          • string up to 1000 characters

        • ratingDetails: Structured rating details (if any).

          • object

        • ratingImages: Images attached as part of the rating or after-resolution feedback.

          • array of strings

          • each string is typically a URL

      • For SNAPPER_DEFLECTED

        • reportId: Unique identifier for the report that was deflected/matched.

          • positive integer

        • deflections: Number of times this report has been deflected (matched from another Snapper’s report).

          • non-negative integer

  • actionTimestamp: Timestamp of when the Snapper action occurred.

    • string, in ISO 8601 datetime format

  • description: Human-readable summary of the Snapper action.

    • string up to 1000 characters

  • id: Unique identifier for the report

    • positive integer

  • images: URLs of images attached to the report (if any).

    • array of strings

    • comments:

      • can be empty array

      • the length of each url is up to 2048 characters

  • address: Address where the issue was reported.

    • string up to 500 characters

  • notes: Additional notes provided by the reporter.

    • string up to 10000 characters

  • latitude and longitude: Coordinates of the reported location.

    • string up to 50 characters

  • incidentType: Type of incident reported.

    • string up to 100 characters

  • date: Timestamp of when the report was created.

    • string, in ISO 8601 datetime format

  • additionalFields: Additional fields associated with the report (if any).

    • array of object

    • name: string up to 100 characters

    • value: string up to 500 characters

  • reportUrl: URL to view the report details.

    • string up to 2048 characters

  • reporter: Information about the reporter.

    • firstName: string up to 100 characters

    • lastName: string up to 100 characters

    • email: string up to 255 characters

    • isPrivateEmail

      • boolean

      • incident whether this reporter is using apple private relay email

    • phone: string up to 50 characters

    • address: string up to 100 characters

    • suburb: string up to 50 characters

    • postcode: string up to 50 characters

  • location: Detailed address information.

    • streetNumber: string up to 100 characters

    • street: string up to 100 characters

    • suburb: string up to 100 characters

    • city: string up to 100 characters

    • state: string up to 100 characters

    • postcode: string up to 100 characters

    • country: string up to 100 characters

  • deflectionCount: Total number of times this report has been matched

    • integer

  • isFlaggedForSolver: Report AI flagged for solver

    • boolean

  • priority: The priority of the report

    • enum: None/High/Medium/Low


​

Configuring the Webhook

To configure the Snap Send Solve webhook, please contact your account manager. They will assist you in setting up the webhook integration once you have supplied the following information.

  • Report creation:

    • HTTP endpoint that receives POST requests

    • API Rate limiting details (if applicable)

Based on your preferred authentication methods, please provide the following information:

  • OAuth 2 Configuration:

    • Your identity provider's OAuth 2 endpoint (authorisation endpoint)

    • OAuth 2 client credentials (client ID and client secret) for your application

    • Any additional OAuth 2 configuration settings required by your identity provider

  • API Key Configuration:

    • API key for Snap Send Solve integration system

Error Handling, Retries and Rate Limiting

Snap Send Solve has implemented following mechanism to ensure the reliability and resilience of the integration.

Error Handling:

  • Handle HTTP status codes returned by the webhook endpoint appropriately. Common status codes include:

    • 2xx : The request was successful.

    • 4xx / 5xx : Client errors or Server errors

      • Snap Send Solve will retry this request after 15 minutes.

      • After two consecutive fails, the request will be put to a dead letter queue which will be manually handled by Snap Send Solve’s technical team.

Rate Limiting:

  • Snap Send Solve imposes rate limits on webhook requests to prevent abuse and ensure fair usage.

  • It is important to implement rate limiting on your end as well to prevent your system from overwhelming the webhook endpoint with requests.

  • The default limit is 5 requests per second.

Need more help? Get support from our team by emailing us at contact@snapsendsolve.com or sending us a message.

Related Articles
Commonly used terms on the Snap Send Solve platform
API (v2) Documentation
Webhook (V2) Documentation
API (V3) Documentation
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