3.11. Quarantined

The RealSatisfied system contains a number of audit and validation checks to verify the authenticity of responses received for Agents. It's ultimately important to us, our customers, and consumers that RealSatisfied Testimonials come from real customers involved in real transactions.

When an item is Quarantined you will be notified via email. These are also highlighted in the Notification bell as displayed below. 

To view your quarantined items, go to the “Surveys’ section of your dashboard. You can use the search tab or filter your transactions easily under ‘Action Required’ section where you will see all quarantined responses.

Click the action button and choose ‘Resolve'. Click on the drop-down button to view additional details. This is also where you can view the PDF report.

For Quarantined items, you have 2 options. 

Request Review: where you believe that the quarantined item is an error, you can request a review. This will automatically open a helpdesk ticket for the review and a member of our team will look at the response. This will notify our team and the survey response will be manually reviewed. We will either release it, or we may come back to you to ask for further information.

Delete: You may also opt to delete the invitation and response completely at this time. Quarantined surveys are not included in your overall ratings until the survey is released.