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 Reporting > Goals.
• In the top right, click Create goal. 
• Select to create a goal using a template or 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.

• In the Goal name field, enter a goal name.

• 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.
• For each user or team you selected, set and edit different values for each month. For Sales 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, 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, 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: 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.

• To view more details about a specific contributor's goals, hover over the contributor name and click View details. 
• 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 goal.
  • 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.