Last updated: August 22, 2025
Available with any of the following subscriptions, except where noted:
Service Hub
Enterprise
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On the Coaching page in help desk, you can track key coaching metrics to evaluate whether your support team is responding to and closing tickets within SLA, as well as monitor CSAT and CES scores. Support leaders can view and compare metrics for their entire team, while support reps can access this space to view their own performance data.
Seats required An assigned Service Hub seat is required to access the coaching page.
Permissions required The View all coaching data permission is required to access coaching data for all team members. By default, users can only view their own coaching metrics.
Use the coaching page
- In your HubSpot account, navigate to Service > Help Desk.
- In the left sidebar menu, navigate to Coaching.
- On the Coaching page, you'll find an overview of team performance, as well as detailed reports on each metric.
- To customize the dashboard, use the filters at the top of the page. Any filters you apply will affect both the Key coaching metrics card and all other reports on the page. You can filter by the following ticket properties:
- Ticket owner: the owner of the ticket.
- First responding rep: the rep who first responded after a ticket was created.
- HubSpot team: the primary team associated with the owner of the ticket.
- Pipeline: filter the dashboard to only show data from a specific ticket pipeline.
- Create date: the date the ticket was created.
- At the top of coaching page, you'll find the Key coaching metrics card, which will give you an overview of team performance. You can also click each metric to expand the section and view detailed reports, including individual progress and performance drivers:
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- First response in SLA: percentage of tickets where the first response occurred within SLA hours.
- Tickets closed in SLA: percentage of tickets closed within SLA time frames.
- Tickets closed: total number of tickets closed.
- One-touch tickets: number of tickets resolved with only one message from a support rep.
- CSAT: average CSAT rating given to reps.
- CES: average CES rating given to reps.
Learn more about analyzing help desk.
