SugarCRM is a Customer Relationship Management tool, which is used to track and keep a record of your customer profiles. To provide a better context of customer information to the agents working on your Freshdesk Account, you could integrate SugarCRM with Freshdesk.
To integrate SugarCRM, navigate to Admin > Support Operations > Apps > Get More Apps > CRM > SugarCRM > Install. This would install the app on your account. You could then configure the app by entering the SugarCRM account URL and credentials.