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 can create a goal. Learn more about Forecast permissions on the HubSpot user permissions guide. To create a service goal:

• In your HubSpot account, navigate to Reports > Goals.
• In the top right, click Create goal.

• In the Name field, enter a goal name.
• Click the Category dropdown menu and select Services.
• Click the Type dropdown menu and select Average ticket resolution time, Average ticket response time or Tickets closed.
• Click Next >.
• In the Contributors section, select the Users or Teams that you want to assign the goal to, then use the search field to locate the associated users or teams in your account.

• Click the Duration dropdown menu and select weekly, monthly, quarterly, yearly or custom.

  • When using weekly, monthly, quarterly or yearly , to align the goal's duration with your account's fiscal year, select the Align with your fiscal year settings? checkbox. 

  • When using a custom duration, enter the start and end dates.

• Click Next >.

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

• To assign a pipeline, click the Pipeline dropdown menu and select the pipelines you want to apply the goal to.
• Set up your targets for the year:
  • For each user or team you selected, set and edit different values for each month. ForSales Hub Professional+ and Service Hub Professional+ users you can select both team and user goals in this screen. If you opted not to use forecasts for your goal, you can click the Pipeline dropdown for each user or team and select a pipeline.
• To apply the same pipeline or target amount for each milestone, select the checkbox next to the user or team name. At the top of the table, select Apply targets or Apply pipelines:
  • To apply the same target for each milestone, enter the target value in the Amount field, then click Apply.
  • To apply the same pipeline for each milestone, click the Select pipelines dropdown menu and select a pipeline, then click Apply. 

• Click Next.
• To send notifications to users that contribute to the goal, select the checkboxes next to the notifications.

• Click Done.

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.

• In your HubSpot account, click the settings settings icon in the main navigation bar.
• In the left sidebar menu, navigate to Tracking & Analytics > Goals.
• Use the dropdown menus to filter your goals by date range, team or user, pipeline, milestone type, status, and progress. The following statuses indicate the goal's progress:
  • Exceeded: goals exceeded 100% of the target by the milestone.

• • Pending: goal progress is not measured yet because the current date is before the goal's start date.
  • Missed: goals didn't meet 100% of the target by the milestone.
  • Achieved: goals reached 100% of the target by the milestone.
  • In progress: goals are on-going because the current date falls between the start date and end date of the goal.

Please note: goal progress will update every 24 hours. While the goal is on-going, changes will be reflected in the next goal progress update. Changes made to a deal after a goal is due will not update the goal's progress.

• To view more details about a specific contributor's goals, hover over the contributor name and click View details. 
• To edit a goal, hover over the contributor and click Edit goal. 
• To delete a goal, select the checkbox next to the contributor, then click Delete.
• To add a new team member, create a new goal for that team member.