Hi Hakim,

Thanks for reaching Freshworks Community.

You can try using the Marketplace app Freshdesk Contact Import

About this App: Import user context from Freshdesk into Freshchat. This app would show the contact properties stored in Freshdesk, associated with that Freshchat user. This takes the email of the customer into account while pulling the relevant details, helping the agent in pulling contact info which is already stored in Freshdesk.

https://www.freshworks.com/apps/freshchat/freshdesk_contact_import/