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 Forecast permissions. Learn more about Forecast permissions. To create a service goal:

• In your HubSpot account, navigate to Reporting > Goals.
• In the top right, click Create goal. 
• Select to Create from template or Create from scratch. Learn more about creating goals from scratch.
• Select Create from template.
• In the left panel under Category, select Customer service.
• 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.

• On the Setup page, customize your goal name, contributors, and duration:
  • In the Goal name field, enter a name for your goal. 

• • To set up contributors:
    • Under Contributors, select User goals only or Teams with user goals. 
    • 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. 
    • If you've selected Teams with user goals, click the Teams dropdown menu and select the checkboxes next to the teams that you'd like to include. 
    • To include extra team members on a team goal, click Include contributions from extra team members checkbox. 
      • Team goals can be based on each individual user on the team or the team as a whole. 
      • 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.

• • 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. 

• 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.

• 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 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. 

• In the bottom right, click Next.
• Select the checkboxes next to any goal milestone that you want to trigger a notification for.

• In the bottom right, 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, navigate to Reporting > Goals.
• 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.

• 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.

• To view more details about a specific contributor's goals, hover over the contributor name and click View details. 
• To clone a goal, hover over a goal, then click Clone.
• To edit a month's goal or change the notification settings for reaching a specific goal milestone, hover over the user or team, then click Edit.
  • In the right panel, make any changes to the contributor's goal values, or click the Notifications tab to edit notification settings.
  • When you're done making changes, click Save.

• 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.