In this article:

  • Viewing all goals

  • Viewing Goal tasks

  • Updating goals

  • Goal Reporting



Viewing all goals


The Goals page under the Engagement tab displays all the goals triggered.



You can filter the goals based on the default goal fields with an Account list or for a specific account.



Alternatively, you can filter based on the canned goal views by navigating to the hamburger menu on the top left corner.


Viewing Goal tasks


You can view the tasks associated with a goal either by clicking on the Goal name from the Goals view or by navigating to the Tasks page under Engagement > Tasks and filtering by the Task type.



You can view the Goals and the goal task on an account level on the Account details page in the Goals and Tasks tab, respectively.


Updating Goals


Click on a goal to expand the details of that goal. You can then edit the goal details, reassign the goal, set priority & due date, attach documents, post comments, or delete the goal. You can click on each goal task to view the task details. 



To close a goal, click "Completed" in the goal action dropdown located on the top right. You can optionally provide more details about this goal, and it will be captured as close comments in the goal details. Alternatively, you can mark a goal as Cancelled if in case it was incorrectly created/ triggered, which can be used in Reporting to filter. In both cases, the goal gets marked as closed once the tasks are closed/canceled.


Goal Reporting


Freshdesk Customer Success provides basic goals reporting on the Team Performance page. The Goals section tracks and summarizes the goal workload by each individual CSM and goal type over time.


We have a detailed Goal Performance report <Add link to the goal performance article> which displays the report of goals split by status, due-by time, priority, etc. 


You can also build your own goal reports using existing goal and task metrics in Analytics.