Create service goals

With service goals, managers can create quotas for their services users and teams. Managers can also assign goals to a pipeline. Goal milestones can be set monthly, quarterly, or annually.

Create service goals

All users in Service Hub Professional or Enterprise accounts can create service goals. The goals that a user can view or edit depends on their Goal permissions. Learn more about Goal permissions. To create a service goal:

1. In your HubSpot account, click More, then navigate to Reporting > Goals. If More doesn't appear in your account, navigate to Reporting > Goals directly.
2. In the top right, click Create goal. 
3. Select to Create from template or Create from scratch. Learn more about creating goals from scratch.
4. Select Create from template.
5. In the left panel under Category, select Customer service.
6. Select the goal type you want to create, then click Set goal.
   • Average ticket response time: set a goal to resolve customer issues faster by reducing ticket response time.
   • Average ticket resolution time: set a goal to efficiently resolve customer issues by reducing average ticket resolution time.
   • Tickets closed: set a goal to boost productivity and customer support efficiency by increasing the number of tickets closed.

7. On the Setup page, customize your goal name, contributors, and duration:
   • In the Goal name field, enter a name for your goal. Goal names must be unique across your account. If you enter a name that already exists, you'll be prompted to choose a different name before you can proceed.

• • To set up contributors:
    • Under Contributors, select one of the following:
      • User goals only: assign individual user-level targets with no team rollup.
      • Team goals only: assign targets at the team level only, without tracking individual user performance.
      • Teams with user goals: assign targets at both the team and individual user level. A team picker and user picker will appear allowing you to choose explicitly which team and users within those teams should be part of the goal. Use this option if you need to track individual performance within team context.
    • Based on your selection, in the dropdown menu, select the users or teams for the service goal.

• • • If a user is a member of more than one team, a goal target can only be applied for a single team. Users cannot set goal targets for multiple teams.
    • If a user is a member of multiple teams, but is a primary member in a specific team, you can only apply goal targets with their primary team.

• • • If you've selected User goals only, click the Users dropdown menu and select the checkboxes next to the users that you'd like to include.

• • To set up the duration of your goal:

    • Click the Duration dropdown menu and select whether you want this service goal to be measured Weekly, Monthly, Quarterly, Yearly, or Custom.

    • If you've selected Custom, enter the start date and end date.

    • To align the duration with your fiscal year settings, click the Align with your fiscal year settings? checkbox. 

8. In the bottom right, click Next.

Please note: you can't create forecasts for any goal with multiple pipelines or any goal set to a yearly milestone.

9. On the Performance page, set up your targets for the year:
   
   • For each user or team you selected, set and edit different values for each month.
   • For Sales Hub and Service Hub Professional or Enterprise users, you can select both team and user goals. 
   • To assign a pipeline, click the Pipeline dropdown menu and select the pipelines you want to apply the goal to.

• • To apply the same target or pipeline to multiple contributors at once, select the checkboxes next to the users or teams you want to update. A bulk action ribbon will appear above the table. Click Apply targets to set the same value across selected milestones for all selected rows, or Apply pipelines to assign the same pipeline to all selected rows.
  • To import targets from a .CSV file, click Import team targets or Import user targets. In the dialog box, choose a file, then click Import.
    

10. In the bottom right, click Next.
11. Select the checkboxes next to any goal milestone that you want to trigger a notification for.
12. In the bottom right, click Done.
13. After clicking Done, you'll be taken to the Goals overview tab, filtered to show your newly created goal.

Manage goals

View your goals by date range, team or user, pipeline, milestone type, status, and progress. To manage goals in your HubSpot account, the user must have a paid seat.

1. In your HubSpot account, click More, then navigate to Reporting > Goals. If More doesn't appear in your account, navigate to Reporting > Goals directly.
2. In the Overview tab, filter your goals:
   • Goal template: to filter your goals by template, click the Goal template dropdown menu.
   • Goal name: to filter your goals by their name, click the Goal name dropdown menu.
   • Duration: to filter your goals by duration, click the Duration dropdown menu.
   • Teams: to filter your goals by team, click the Teams dropdown menu. 
   • Users: to filter your goals by users, click the Users dropdown menu. 
   • Pipelines: if you're tracking revenue, click the Pipelines dropdown menu to view goals for a specific pipeline.

3. The following statuses indicate the goal's progress:
   • Exceeded: filter by goals that exceeded 100% of the target by the milestone.

• • Pending: filter by goals where the progress is not yet measured when the current date is before the goal’s start date.
  • Missed: filter by goals that did not meet 100% of the target by the milestone.
  • Achieved: filter by goals that reached 100% of the target by milestone.
  • In progress: filter by ongoing goals when the current date falls between the start date and end date of your goal.

4. To view more details about a specific contributor's goals, click the goal. 
5. To clone a goal, hover over a goal, click Action, then select Clone. In the dialog box, click Clone.
6. Hover over a goal, then click Edit.
   • To update contributors, under the Edit targets tab, click Add users or Add teams above their respective tables to add multiple assignees simultaneously. Existing target values for assignees are preserved when you add or remove other users or teams.
   • Make changes within the Edit goal, Edit targets, and Edit notifications tabs, then click Save to preserve your changes. Once all changes are completed, click Exit. 

7. To delete a goal, select the checkbox next to the goal, then click Delete.
8. To add a new team member, create a new goal for that team member.