I structured this as a task-oriented Intercom article with troubleshooting for the most likely questions.

Universal Search helps you quickly find accounts, files, tasks, requests, conversations, and other work across Sydnee.

Instead of navigating through multiple accounts and modules, you can search once and go directly to the item you need.

You can open Universal Search in two ways:

Start typing after the search window opens. Sydnee will organize matching results by type.

The All Sydnee option searches across everything you have permission to access, including:

Select a result to go directly to it.

Search results include details such as the associated account, folder, task section, status, or date to help you distinguish between similarly named items.

When you open Universal Search from certain areas of Sydnee, you may see additional options beside All Sydnee.

Depending on where you are, you can limit your search to:

For example, when viewing an account’s Files module, select This account’s files to search only its files, folders, and deliverables.

Switch back to All Sydnee whenever you want to search your complete workspace.

You do not need to enter a search term immediately.

When Universal Search first opens, it may show shortcuts to recent or frequently used items, including:

This makes Universal Search a quick way to return to work you recently viewed.

Completed tasks and requests are searchable too.

Enter part of the task or request title, and matching completed items will appear in their own result group. Status and completion information will be displayed when available.

You can navigate Universal Search without using your mouse:

Universal Search only displays accounts and information you already have permission to access.

Content in restricted folders or task sections will not appear if you do not have access. Deleted and archived content is also excluded where applicable.

Universal Search looks at names, titles, and relevant identifying details. It does not search through Live Chat message bodies, comments, task descriptions, or file contents.

If the item you need does not appear:

Universal Search is available to team members using the Sydnee workspace. The results shown to each person depend on their account, folder, and task-section permissions.

Universal Search is currently designed for team members working inside Sydnee. It is not available to clients in the portal.

The All Sydnee option searches every account you have permission to access. Accounts you cannot access will not appear in your results.

Yes. When you are working inside an account, Universal Search may show options for the current account or its Files, Tasks, and Requests modules.

These options let you narrow your results without including similarly named items from other accounts.

Yes. Enter part of the task or request title to include matching completed work in your results.

Completed items do not normally appear in the recent-work view when the search field is empty.

No. Universal Search can find a file by its name and related details, but it does not search through the contents of the file.

No. You can search for Live Chat accounts, channels, and direct conversations, but Sydnee does not search the contents of individual messages.

No. Search is currently limited to names, titles, and other identifying details. File comments, task comments, task descriptions, and request responses are not included.

Search follows each team member’s existing permissions. Two people may see different results if they have access to different accounts, folders, or restricted task sections.

No. Sydnee does not display a list of your previous search terms. The initial results are current shortcuts such as pinned accounts and recently used files, deliverables, requests, tasks, and conversations.

Live Chat may capture your keyboard input while the conversation window is active. If the shortcut does not work, select the Search button near the bottom-left corner of the desktop sidebar.