As your helpdesk grows and your operations expand, you will need to further control the permissions your agents have to different features to keep things secure, and better manage everyone's workflows.
Tasks are pretty self explanatory, they allow you to manage tasks/events outside of tickets, set descriptions and deadlines. A macro is a command to run a pre-defined set of actions on a ticket, such as respond, add a label, change department and increase urgency, all in one go.
Where agents would previously have had to scroll through all their macros, you can section of certain macros to departments. For example, this macro is a part of the sales department, and would never be used outside the sales department. So why have it displayed there? You can set this up so it can only be applied to sales tickets.
Tasks can now be restricted to teams and departments. Just like the example in the macro above, this is a sales tasks only - so there is no need for full visibility. You can now set this to display only to a certain department or a specific team of agents.