What key aspect does CSAT focus on in Zendesk Support?

CSAT, or Customer Satisfaction Score, is a critical metric in Zendesk Support that specifically measures customer experiences with support interactions. It captures how satisfied customers are after they receive assistance from the support team. This metric is instrumental for organizations as it provides insights into the quality of service provided and highlights areas where improvements can be made to enhance overall customer experience.

By focusing on customer experiences, CSAT helps businesses understand their customers' perceptions, assess the effectiveness of their support strategies, and drive improvements that align with customer expectations. This insight is vital for maintaining a positive relationship between a business and its customers, as satisfied customers are more likely to remain loyal and share positive feedback.

Considering the other options, while agent productivity, ticket closure rates, and community engagement are important metrics within Zendesk Support, they do not directly measure how customers feel about their support experiences, which is the primary focus of CSAT.