diff --git a/.deployment b/.deployment
new file mode 100644
index 00000000..62783318
--- /dev/null
+++ b/.deployment
@@ -0,0 +1,2 @@
+[config]
+SCM_DO_BUILD_DURING_DEPLOYMENT=true
\ No newline at end of file
diff --git a/package.json b/package.json
index 5911460e..2056ac9b 100644
--- a/package.json
+++ b/package.json
@@ -15,6 +15,7 @@
     "test": "set NODE_ENV=test&&jest --forceExit -i",
     "test-coverage": "set NODE_ENV=test&&jest --coverage --runInBand",
     "build-local": "node ./scripts/build",
+    "build-local-az": "node ./scripts/build-az",
     "build": "node ./scripts/serverless-build",
     "deploy": "node ./scripts/serverless-deploy",
     "build-test": "node ./scripts/serverless-build-test",
diff --git a/scripts/build-az.js b/scripts/build-az.js
new file mode 100644
index 00000000..7914d1cf
--- /dev/null
+++ b/scripts/build-az.js
@@ -0,0 +1,28 @@
+const { rm, echo, cp, mkdir } = require('shelljs');
+const { resolve } = require('path');
+
+const projectPath = resolve(__dirname, '..');
+const deployPath = resolve(projectPath, 'build')
+
+echo('clean path...');
+rm('-rf', `${deployPath}/*.js`);
+rm('-rf', `${deployPath}/*.json`);
+rm('-rf', `${deployPath}/models`);
+rm('-rf', `${deployPath}/node_modules`);
+rm('-rf', `${deployPath}/lib`);
+rm('-rf', `${deployPath}/core`);
+rm('-rf', `${deployPath}/adapters`);
+echo('building...');
+mkdir(deployPath)
+cp(`${projectPath}/package.json`, `${deployPath}/package.json`);
+cp(`${projectPath}/package-lock.json`, `${deployPath}/package-lock.json`);
+cp(`${projectPath}/src/index.js`, `${deployPath}/index.js`);
+cp(`${projectPath}/src/server-az.js`, `${deployPath}/server.js`);
+cp(`${projectPath}/src/dbAccessor.js`, `${deployPath}/dbAccessor.js`);
+cp(`${projectPath}/src/releaseNotes.json`, `${deployPath}/releaseNotes.json`);
+cp('-r', `${projectPath}/src/core`, `${deployPath}/core`);
+cp('-r', `${projectPath}/src/lib`, `${deployPath}/lib`);
+cp('-r', `${projectPath}/src/adapters`, `${deployPath}/adapters`);
+cp('-r', `${projectPath}/src/models`, `${deployPath}/models`);
+
+echo(`build done, output in ${deployPath}`);
diff --git a/src/adapters/freshdesk/index.js b/src/adapters/freshdesk/index.js
new file mode 100644
index 00000000..d8c1078e
--- /dev/null
+++ b/src/adapters/freshdesk/index.js
@@ -0,0 +1,737 @@
+const axios = require('axios');
+const moment = require('moment');
+const { parsePhoneNumber } = require('awesome-phonenumber');
+const { secondsToHoursMinutesSeconds } = require('../../lib/util');
+const { cat } = require('shelljs');
+const DEFAULT_RETRY_DELAY = 2000;
+
+function getApiUrl(fdDomain) {
+    return `https://${fdDomain}/api/v2`;
+}
+
+function getAuthType() {
+    return 'apiKey'; // Return either 'oauth' OR 'apiKey'
+}
+
+function getBasicAuth({ apiKey, hostname }) {
+    return Buffer.from(`${apiKey}:`).toString('base64');
+}
+
+async function getUserInfo({ authHeader, additionalInfo }) {
+    try {
+
+        // API call to get logged in user info
+        let url = `${getApiUrl(additionalInfo.fdDomain)}/agents/me`;
+        const userInfoResponse = await axios.get(url, {
+            headers: {
+                'Authorization': authHeader
+            }
+        });
+
+        if (!userInfoResponse.data || !userInfoResponse.data.contact)
+            throw new Error("Freshdesk API returned invalid response");
+
+        // toString() the id otherwise we get an error
+        const id = userInfoResponse.data.id.toString();
+        const name = userInfoResponse.data.contact.name;
+        const timezoneName = ''; // Optional. Whether or not you want to log with regards to the user's timezone
+        const timezoneOffset = null; // Optional. Whether or not you want to log with regards to the user's timezone. It will need to be converted to a format that CRM platform uses,
+
+        return {
+            successful: true,
+            platformUserInfo: {
+                id,
+                name,
+                timezoneName,
+                timezoneOffset,
+                platformAdditionalInfo: additionalInfo  // this should save whatever extra info you want to save against the user
+            },
+            returnMessage: {
+                messageType: 'success',
+                message: 'Successfully connected to Freshdesk.',
+                ttl: 3000
+            }
+        };
+    }
+    catch (e) {
+        return {
+            successful: false,
+            returnMessage: {
+                messageType: 'warning',
+                message: e.message || 'Failed to get user info.',
+                ttl: 3000
+            }
+        }
+    }
+}
+
+async function unAuthorize({ user }) {
+    await user.destroy();
+    return {
+        returnMessage: {
+            messageType: 'success',
+            message: 'Successfully logged out from Freshdesk account.',
+            ttl: 3000
+        }
+    }
+}
+
+//  - phoneNumber: phone number in E.164 format
+//  - overridingFormat: optional, if you want to override the phone number format
+async function findContact({ user, authHeader, phoneNumber, overridingFormat, isExtension }) {
+    const matchedContactInfo = [];
+    phoneNumber = phoneNumber.trim();
+    console.log(`[RC App] phone number: ${phoneNumber}`);
+    console.log(`[RC App] is extension number? ${isExtension}`);
+
+    let searchResponse = null;
+    try {
+        searchResponse = await searchFDContact(user.platformAdditionalInfo.fdDomain, authHeader, phoneNumber);
+    } catch (error) {
+        return processErrorToRC(error);
+    }
+
+    // add found contacts to matchedContactInfo or create and add a contact if needed
+    if (searchResponse && searchResponse.results.length > 0) {
+        const contacts = searchResponse.results;
+        for (var c of contacts) {
+            matchedContactInfo.push({
+                id: c.id,
+                name: c.name,
+                type: "Contact",
+                phone: c.phone,
+                additionalInfo: null
+            })
+        }
+    } else {
+
+        let contactResponse = null
+        try {
+            contactResponse = await createFDContact(user.platformAdditionalInfo.fdDomain, authHeader, phoneNumber, `Unknown caller ${phoneNumber}`);
+        } catch (error) {
+            return processErrorToRC(error);
+        }
+
+        if (contactResponse) {
+            matchedContactInfo.push({
+                id: contactResponse.id,
+                name: contactResponse.name,
+                type: "Contact",
+                phone: contactResponse.phone,
+                additionalInfo: null
+            })
+        }
+    }
+
+    // If you want to support creating a new contact from the extension, below placeholder contact should be used
+    matchedContactInfo.push({
+        id: 'createNewContact',
+        name: 'Create new contact...',
+        additionalInfo: null,
+        isNewContact: true
+    });
+
+    console.log('[RC App] findContact returning:', matchedContactInfo);
+
+    return {
+        successful: true,
+        matchedContactInfo: matchedContactInfo,
+        returnMessage: {
+            messageType: 'success',
+            message: 'Successfully found contact.',
+            detaisl: [
+                {
+                    title: 'Details',
+                    items: [
+                        {
+                            id: '1',
+                            type: 'text',
+                            text: `Found ${matchedContactInfo.length} contacts`
+                        }
+                    ]
+                }
+            ],
+            ttl: 3000
+        }
+    };  
+}
+
+// - contactInfo: { id, type, phoneNumber, name }
+// - callLog: same as in https://developers.ringcentral.com/api-reference/Call-Log/readUserCallRecord
+// - note: note submitted by user
+// - additionalSubmission: all additional fields that are setup in manifest under call log page
+async function createCallLog({ user, contactInfo, authHeader, callLog, note, additionalSubmission, aiNote, transcript }) {
+    console.log('[RC App] createCallLog');
+    // console.log('[RC App] createCallLog', contactInfo, callLog, note, additionalSubmission);
+    // console.log(`[RC App] adding call log... \n${JSON.stringify(callLog, null, 2)}`);
+    console.log(`[RC App] with note... \n${note}`);
+    // console.log(`[RC App]  with additional info... \n${JSON.stringify(additionalSubmission, null, 2)}`);
+
+    try {
+        console.debug('[RC App] START logActivity');
+        await logActivity(user);
+    } catch (error) {
+        console.error('[RC App] logActivity failed');
+        return processErrorToRC(error);
+    }
+
+    let noteBody = '<b>RingCentral call details</b><br>';
+    if (user.userSettings?.addCallLogContactNumber?.value ?? true) { noteBody = upsertContactPhoneNumber({ body: noteBody, phoneNumber: contactInfo.phoneNumber, direction: callLog.direction }); }
+    if (user.userSettings?.addCallLogDateTime?.value ?? true) { noteBody = upsertCallDateTime({ body: noteBody, startTime: callLog.startTime, timezoneOffset: user.timezoneOffset }); }
+    if (user.userSettings?.addCallLogDuration?.value ?? true) { noteBody = upsertCallDuration({ body: noteBody, duration: callLog.duration }); }
+    if (user.userSettings?.addCallLogResult?.value ?? true) { noteBody = upsertCallResult({ body: noteBody, result: callLog.result }); }
+    if (!!callLog.recording?.link && (user.userSettings?.addCallLogRecording?.value ?? true)) { noteBody = upsertCallRecording({ body: noteBody, recordingLink: callLog.recording.link }); }
+    noteBody += '</ul>';
+    if (!!aiNote && (user.userSettings?.addCallLogAiNote?.value ?? true)) { noteBody = upsertAiNote({ body: noteBody, aiNote }); }
+    if (!!transcript && (user.userSettings?.addCallLogTranscript?.value ?? true)) { noteBody = upsertTranscript({ body: noteBody, transcript }); }
+
+    // pass requester_id if contact was found, otherwise provide a phone value so FD will create a contact
+    let ticketBody = {
+        subject: callLog.customSubject ?? `[Call] ${callLog.direction} Call ${callLog.direction === 'Outbound' ? 'to' : 'from'} ${contactInfo.name} [${contactInfo.phone}]`,
+        description: (!note || note.trim().length === 0) ? "No note provided" : note,
+        requester_id: contactInfo.id ?? null,
+        status: 2,
+        priority: 1,
+        phone: contactInfo && contactInfo.id ? null : contactInfo.phoneNumber
+    };
+
+    // create ticket with the call log information
+    let ticketResponse = null
+    try {
+        ticketResponse = await createFDTicket(user.platformAdditionalInfo.fdDomain, authHeader, ticketBody);
+    } catch (error) {
+        return processErrorToRC(error);
+    }
+
+    let recordId = ticketResponse.id;
+
+    // create ticket note with the call log information
+    let noteResponse = null
+    try {
+        noteResponse = await createFDTicketNote(user.platformAdditionalInfo.fdDomain, authHeader, ticketResponse.id, noteBody, callLog.recording?.link);
+    } catch (error) {
+        return processErrorToRC(error);
+    }
+
+    recordId += '-' + noteResponse.id;
+
+    // the id we communicate is built up like this: <ticketid>-<noteid>
+    return {
+        logId: recordId,
+        returnMessage: {
+            message: 'Call log added.',
+            messageType: 'success',
+            ttl: 3000
+        }
+    };
+}
+
+async function getCallLog({ user, callLogId, authHeader }) {
+    console.log('[RC App] getCallLog');
+
+    let splitted = callLogId.split('-');
+    let fdTicketId = null;
+    let fdNoteId = null;
+    if (splitted.length > 1) {
+        fdTicketId = splitted[0];
+        fdNoteId = splitted[1];
+        console.log('[RC App] updateCallLog got fd ids', fdTicketId, fdNoteId);
+    }
+
+    let getLogRes = {};
+    if (fdTicketId) {
+        let url = `${getApiUrl(user.platformAdditionalInfo.fdDomain)}/tickets/${callLogId}`;
+
+
+        let ticketResponse = null
+        try {
+            ticketResponse = await axios.get(url, { headers: { 'Authorization': authHeader } });
+        } catch (error) {
+            return processErrorToRC(error);
+        }
+        getLogRes = { subject: ticketResponse.data.subject, note: ticketResponse.data.description_text };
+    }
+
+    return {
+        callLogInfo: {
+            subject: getLogRes.subject,
+            note: getLogRes.note
+        },
+        returnMessage: {
+            message: 'Call log fetched.',
+            messageType: 'success',
+            ttl: 3000
+        }
+    }
+}
+
+// Will be called by RC when recordinglink is ready OR by user action when updating the call log manually
+async function updateCallLog({ user, existingCallLog, authHeader, recordingLink, subject, note, startTime, duration, result, aiNote, transcript }) {
+    console.log('[RC App] updateCallLog', note ? 'hasnote' : 'no note');
+
+    let splitted = existingCallLog.thirdPartyLogId.split('-');
+    let fdTicketId = null;
+    let fdNoteId = null;
+    if (splitted.length > 1) {
+        fdTicketId = splitted[0];
+        fdNoteId = splitted[1];
+        console.log('[RC App] updateCallLog got fd ids', fdTicketId, fdNoteId);
+    }
+
+    let ticketNote = null
+    try {
+        ticketNote = await getTicketNoteById(user.platformAdditionalInfo.fdDomain, authHeader, fdTicketId, fdNoteId);
+    } catch (error) {
+        return processErrorToRC(error);
+    }
+
+
+    let logBody = ticketNote.body;
+    if (!!startTime && (user.userSettings?.addCallLogDateTime?.value ?? true)) { logBody = upsertCallDateTime({ body: logBody, startTime, timezoneOffset: user.timezoneOffset }); }
+    if (!!duration && (user.userSettings?.addCallLogDuration?.value ?? true)) { logBody = upsertCallDuration({ body: logBody, duration }); }
+    if (!!result && (user.userSettings?.addCallLogResult?.value ?? true)) { logBody = upsertCallResult({ body: logBody, result }); }
+    if (!!recordingLink && (user.userSettings?.addCallLogRecording?.value ?? true)) { logBody = upsertCallRecording({ body: logBody, recordingLink }); }
+    if (!!aiNote && (user.userSettings?.addCallLogAiNote?.value ?? true)) { logBody = upsertAiNote({ body: logBody, aiNote }); }
+    if (!!transcript && (user.userSettings?.addCallLogTranscript?.value ?? true)) { logBody = upsertTranscript({ body: logBody, transcript }); }
+
+    // if note is given this is a user initiated update, update the ticket body only, otherwise add RC call info to ticket not contains call log info
+    if (note) {
+        try {
+            await updateFDTicket(user.platformAdditionalInfo.fdDomain, authHeader, fdTicketId, note);
+        } catch (error) {
+            return processErrorToRC(error);
+        }
+    } else {
+        try {
+            await updateFDTicketNote(user.platformAdditionalInfo.fdDomain, authHeader, fdNoteId, logBody);
+        } catch (error) {
+            return processErrorToRC(error);
+        }
+    }
+
+    return {
+        updatedNote: note,
+        returnMessage: {
+            message: 'Call log updated.',
+            messageType: 'success',
+            ttl: 3000
+        }
+    };
+}
+
+// Important: Is for SMS, Fax and Voicemail. SMS is only delivered once per 24 hours to prevent overloading the CRM API
+// - contactInfo: { id, type, phoneNumber, name }
+// - message : same as in https://developers.ringcentral.com/api-reference/Message-Store/readMessage
+// - recordingLink: recording link of voice mail
+// - additionalSubmission: all additional fields that are setup in manifest under call log page
+async function createMessageLog({ user, contactInfo, authHeader, message, additionalSubmission, recordingLink, faxDocLink }) {
+    console.log('[RC App] createMessageLog');
+    const messageType = !!recordingLink ? 'Voicemail' : (!!faxDocLink ? 'Fax' : 'SMS');
+    let subject = '';
+    let note = '';
+    switch (messageType) {
+        case 'SMS':
+            subject = `SMS conversation with ${contactInfo.name} - ${moment(message.creationTime).utcOffset(user.timezoneOffset ?? 0).format('YYYY-MM-DD hh:mm:ss A')}`;
+            note =
+                `<br><b>${subject}</b><br>` +
+                '<b>Conversation summary</b><br><br>' +
+                `${moment(message.creationTime).utcOffset(user.timezoneOffset ?? 0).format('dddd, MMMM DD, YYYY')}<br>` +
+                'Participants<br>' +
+                `<ul><li>To: ${message.to[0].name}</li>` +
+                `<li>From: ${contactInfo.name}</li></ul>` +
+                'Conversation(1 messages)<br>' +
+                'BEGIN<br>' +
+                '------------<br>' +
+                '<ul>' +
+                `<li>${message.direction === 'Inbound' ? `${contactInfo.name} (${contactInfo.phoneNumber})` : userName} ${moment(message.creationTime).utcOffset(user.timezoneOffset ?? 0).format('hh:mm A')}<br>` +
+                `<b>${message.subject}</b></li>` +
+                '</ul>' +
+                '------------<br>' +
+                'END<br><br>';
+            break;
+        case 'Fax':
+            subject = `Fax document sent from ${contactInfo.name} - ${moment(message.creationTime).utcOffset(user.timezoneOffset ?? 0).format('YYYY-MM-DD')}`;
+            note = `<br><b>${subject}</b><br>Fax document link: ${faxDocLink}`;
+            break;
+        case 'Voicemail':
+            subject = `Voicemail left by ${contactInfo.name} - ${moment(message.creationTime).utcOffset(user.timezoneOffset ?? 0).format('YYYY-MM-DD hh:mm:ss A')}`;
+            note = `<br><b>${subject}</b><br>Voicemail recording link: <a target="_blank" href="${recordingLink}">open</a>`;
+            break;
+    }
+
+    let ticketBody = {
+        subject: subject,
+        description: note,
+        requester_id: contactInfo.id ?? null,
+        status: 2,
+        priority: 1,
+        phone: contactInfo && contactInfo.id ? null : contactInfo.phoneNumber
+    };
+
+    console.log('[RC App] createMessageLog with payload', ticketBody);
+
+    let ticketResponse = null
+    try {
+        ticketResponse = await createFDTicket(user.platformAdditionalInfo.fdDomain, authHeader, ticketBody);
+    } catch (error) {
+        return processErrorToRC(error);
+    }
+
+    return {
+        logId: ticketResponse.id,
+        returnMessage: {
+            message: 'Message log added.',
+            messageType: 'success',
+            ttl: 3000
+        }
+    };
+}
+
+// Used to update existing message log so to group message in the same day together
+async function updateMessageLog({ user, contactInfo, existingMessageLog, message, authHeader }) {
+    console.log('[RC App] updateMessageLog');
+    const existingLogId = existingMessageLog.thirdPartyLogId
+
+    let url = `${getApiUrl(user.platformAdditionalInfo.fdDomain)}/tickets/${existingLogId}`;
+
+    let ticketResponse = null
+    try {
+        ticketResponse = await axios.get(url, { headers: { 'Authorization': authHeader } });
+    } catch (error) {
+        // RC considers messages part of the same conversation if its within a certain period, however, if the ticket does not exist anymore we need to re-create it
+        if (error.response && error.response.status === 404)
+            createMessageLog({ user, contactInfo, authHeader, message });
+        else
+            return processErrorToRC(error);
+    }
+
+    getLogRes = { subject: ticketResponse.data.subject, note: ticketResponse.data.description_text };
+
+    let logBody = ticketResponse.data.description;
+    const newMessageLog =
+        `<li>${message.direction === 'Inbound' ? `${contactInfo.name} (${contactInfo.phoneNumber})` : message.from.name} ${moment(message.creationTime).utcOffset(Number(user.timezoneOffset ?? 0)).format('hh:mm A')}<br>` +
+        `<b>${message.subject}</b></li>`;
+    logBody = logBody.replace('------------<br><ul>', `------------<br><ul>${newMessageLog}`);
+
+    const regex = RegExp('<br>Conversation.(.*) messages.');
+    const matchResult = regex.exec(logBody);
+    logBody = logBody.replace(matchResult[0], `<br>Conversation(${parseInt(matchResult[1]) + 1} messages)`);
+
+    // console.log(`[RC App] update message log with... \n\n${JSON.stringify(message, null, 2)}`);
+
+    try {
+        await updateFDTicket(user.platformAdditionalInfo.fdDomain, authHeader, existingMessageLog.thirdPartyLogId, logBody);
+    } catch (error) {
+        return processErrorToRC(error);
+    }
+}
+
+async function createContact({ user, authHeader, phoneNumber, newContactName, newContactType }) {
+    console.log('[RC App] createContact');
+
+    const contactResponse = await createFDContact(user.platformAdditionalInfo.fdDomain, authHeader, phoneNumber, newContactName);
+
+    return {
+        contactInfo: {
+            id: contactResponse.id,
+            name: newContactName
+        },
+        returnMessage: {
+            message: `New contact created.`,
+            messageType: 'success',
+            ttl: 3000
+        }
+    }
+}
+
+//#region Helper functions - formatting call log and related
+// The RC interface functions can handle errors but we need to return it in the response
+function processErrorToRC(error) {
+    console.debug('[RC App] processErrorToRC', error);
+    return {
+        logId: 'testlogid',
+        returnMessage: {
+            message: error.message,
+            messageType: 'danger',
+            ttl: 3000
+        }
+    };
+}
+
+function upsertContactPhoneNumber({ body, phoneNumber, direction }) {
+    const phoneNumberRegex = RegExp('- Contact Number: (.+?)<br>');
+    if (phoneNumberRegex.test(body)) {
+        body = body.replace(phoneNumberRegex, `- Contact Number: ${phoneNumber}<br>`);
+    } else {
+        body += `- Contact Number: ${phoneNumber}<br>`;
+    }
+    return body;
+}
+
+function upsertCallDateTime({ body, startTime, timezoneOffset }) {
+    const dateTimeRegex = RegExp('- Date/time: (.+?)<br>');
+    if (dateTimeRegex.test(body)) {
+        const updatedDateTime = moment(startTime).utcOffset(timezoneOffset ?? 0).format('YYYY-MM-DD hh:mm:ss A');
+        body = body.replace(dateTimeRegex, `- Date/time: ${updatedDateTime}<br>`);
+    } else {
+        const updatedDateTime = moment(startTime).utcOffset(timezoneOffset ?? 0).format('YYYY-MM-DD hh:mm:ss A');
+        body += `- Date/time: ${updatedDateTime}<br>`;
+    }
+    return body;
+}
+
+function upsertCallResult({ body, result }) {
+    const resultRegex = RegExp('- Result: (.+?)<br>');
+    if (resultRegex.test(body)) {
+        body = body.replace(resultRegex, `- Result: ${result}<br>`);
+    } else {
+        body += `- Result: ${result}<br>`;
+    }
+    return body;
+}
+
+function upsertCallDuration({ body, duration }) {
+    const durationRegex = RegExp('- Duration: (.+?)<br>');
+    if (durationRegex.test(body)) {
+        body = body.replace(durationRegex, `- Duration: ${secondsToHoursMinutesSeconds(duration)}<br>`);
+    } else {
+        body += `- Duration: ${secondsToHoursMinutesSeconds(duration)}<br>`;
+    }
+    return body;
+}
+
+function upsertCallRecording({ body, recordingLink }) {
+    const recordingLinkRegex = /- Call recording link: \(pending\.\.\.\)/;
+
+    if (recordingLink) {
+        if (recordingLinkRegex.test(body)) {
+            // Replace placeholder with actual recording link
+            body = body.replace(recordingLinkRegex, `- Call recording link: <a target="_blank" href="${recordingLink}">open</a><br>`);
+        } else if (recordingLink.startsWith('http')) {
+            // Append if the placeholder doesn't exist
+            body += `- Call recording link: <a target="_blank" href="${recordingLink}">open</a><br>`;
+        } else {
+            // Ensure pending placeholder is only added if it's missing
+            if (!recordingLinkRegex.test(body)) {
+                body += '- Call recording link: (pending...)';
+            }
+        }
+    }
+
+    return body;
+}
+
+function upsertAiNote({ body, aiNote }) {
+    const aiNoteRegex = RegExp('- AI Note:([\\s\\S]*?)--- END');
+    const clearedAiNote = aiNote.replace(/\n+$/, '');
+    if (aiNoteRegex.test(body)) {
+        body = body.replace(aiNoteRegex, `- AI Note:<br>${clearedAiNote}<br>--- END`);
+    } else {
+        body += `- AI Note:<br>${clearedAiNote}<br>--- END<br>`;
+    }
+    return body;
+}
+
+function upsertTranscript({ body, transcript }) {
+    const transcriptRegex = RegExp('- Transcript:([\\s\\S]*?)--- END');
+    if (transcriptRegex.test(body)) {
+        body = body.replace(transcriptRegex, `- Transcript:<br>${transcript}<br>--- END`);
+    } else {
+        body += `- Transcript:<br>${transcript}<br>--- END<br>`;
+    }
+    return body;
+}
+//#endregion
+
+//#region  Helper functions - Freshdesk API
+async function makeRequestWithRetry({ method, url, payload = null, headers = {}, retries = 3, delay = DEFAULT_RETRY_DELAY }) {
+    let lastError = null;
+
+    for (let i = 0; i < retries; i++) {
+        try {
+            const response = await axios({ method, url, headers, data: payload });
+            return response.data; // Success: return API response data
+        } catch (error) {
+            lastError = error; // Store last error
+            if (error.response && error.response.status === 429) {
+                console.warn(`[API] Rate limited (429) - Retrying in ${delay}ms...`);
+                await new Promise(res => setTimeout(res, delay)); // Delay before retry
+            } else {
+                console.error(`[API] Error during request: ${error.message}`);
+                throw error; // Other errors, throw immediately
+            }
+        }
+    }
+
+    // If all retries exhausted due to rate limiting, return a specific error
+    if (lastError && lastError.response && lastError.response.status === 429) {
+        console.warn("[RC App] Freshdesk API Rate Limit reached.");
+        throw new Error("Freshdesk Rate limit reached.");
+    }
+
+    // If a different error happened (shouldn't reach here normally)
+    throw lastError;
+}
+
+async function searchFDContact(fdDomain, authHeader, phoneNumber) {
+    phoneNumber = phoneNumber.trim();
+    const phoneNumberArray = [phoneNumber, "+" + phoneNumber, "00" + phoneNumber];
+    let query = ``;
+    for (let index = 0; index < phoneNumberArray.length; index++) {
+        const phoneNumber = phoneNumberArray[index];
+        if (index == 0)
+            query = `?query=%22phone:%27${encodeURIComponent(phoneNumber)}%27%20OR%20mobile:%27${encodeURIComponent(
+                phoneNumber
+            )}%27%22`;
+        else {
+            // snip off the last double quote and expand with another OR statement
+            query = query.substring(0, query.length - 3);
+            query += `%20OR%20phone:%27${encodeURIComponent(phoneNumber)}%27%20OR%20mobile:%27${encodeURIComponent(
+                phoneNumber
+            )}%27%22`;
+        }
+    }
+
+    let url = `${getApiUrl(fdDomain)}/search/contacts${query}`;
+    return await makeRequestWithRetry({
+        method: "GET",
+        url,
+        headers: { 'Authorization': authHeader }
+    });
+}
+
+async function createFDContact(fdDomain, authHeader, phoneNumber, newContactName) {
+    console.log('[RC App] createFDContact');
+    let url = `${getApiUrl(fdDomain)}/contacts`;
+
+    let payload = {
+        phone: phoneNumber,
+        name: newContactName,
+        unique_external_id: phoneNumber
+    }
+
+    return await makeRequestWithRetry({
+        method: "POST",
+        url,
+        headers: { 'Authorization': authHeader },
+        payload
+    });
+}
+
+async function getTicketNoteById(fdDomain, authHeader, ticketId, noteId) {
+
+    const resp = await getFDTicketNotes(fdDomain, authHeader, ticketId);
+    const item = resp.find(item => item.id == noteId);
+    return item;
+}
+
+async function getFDTicketNotes(fdDomain, authHeader, ticketId) {
+    let url = `${getApiUrl(fdDomain)}/tickets/${ticketId}/conversations`;
+    return await makeRequestWithRetry({ method: "GET", url, headers: { 'Authorization': authHeader } });
+}
+
+async function createFDTicket(fdDomain, authHeader, payload) {
+    let url = `${getApiUrl(fdDomain)}/tickets`;
+    console.log('[RC App] createFDTicket call api:', url, payload);
+    return await makeRequestWithRetry({ method: "POST", url, payload, headers: { 'Authorization': authHeader } });
+}
+
+async function createFDTicketNote(fdDomain, authHeader, ticketId, note) {
+    let payload = {};
+    payload.private = true;
+    if (note) payload.body = note;
+
+    // when calling and leaving voicemail we do not have a note or recording link it seems...
+    if (payload.body) {
+        // Add the note and recordinglink as a ticket note. Ignoring subject input for now, we can update the ticket subject but costs additional API call (request limit)
+        let url = `${getApiUrl(fdDomain)}/tickets/${ticketId}/notes`;
+        console.log('[RC App] createFDTicketNote call api:', url, payload);
+        return await makeRequestWithRetry({ method: "POST", url, payload, headers: { 'Authorization': authHeader } });
+    }
+}
+
+async function updateFDTicketNote(fdDomain, authHeader, noteId, note) {
+    let payload = {};
+    payload.body = note;
+
+    // Add the note and recordinglink as a ticket note. Ignoring subject input for now, we can update the ticket subject but costs additional API call (request limit)
+    let url = `${getApiUrl(fdDomain)}/conversations/${noteId}`;
+    console.log('[RC App] updateFDTicketNote call api:', url, payload);
+    return await makeRequestWithRetry({ method: "PUT", url, payload, headers: { 'Authorization': authHeader } });
+}
+
+async function updateFDTicket(fdDomain, authHeader, ticketId, description) {
+    let payload = {};
+    payload.description = description.replace(/(\r\n|\n|\r)/gm, '<br>');
+
+    // Add the note and recordinglink as a ticket note. Ignoring subject input for now, we can update the ticket subject but costs additional API call (request limit)
+    let url = `${getApiUrl(fdDomain)}/tickets/${ticketId}`;
+    console.log('[RC App] updateFDTicket call api:', url, payload);
+    return await makeRequestWithRetry({ method: "PUT", url, payload, headers: { 'Authorization': authHeader } });
+}
+
+//#endregion
+
+
+//#region Helper functions - Misc
+function isEmpty(val) {
+    return val === undefined || val === null || val.length <= 0 ? true : false;
+}
+
+function getLogActivityUrl(crmProduct, phoneProduct, userID, domain, version) {
+    if (isEmpty(crmProduct) || isEmpty(phoneProduct) || isEmpty(userID) || isEmpty(domain) || isEmpty(version)) {
+        console.error("Check your variables, one or more variable in getLogActivityUrl is invalid.");
+        return null;
+    } else {
+        let beginURLProduction = "https://development.loyally.nl/licence-tracker/api/logactivity/v3";
+
+        let URL =
+            beginURLProduction +
+            "?CrmProduct=" +
+            crmProduct +
+            "&PhoneProduct=" +
+            phoneProduct +
+            "&UserID=" +
+            userID +
+            "&Domain=" +
+            domain +
+            "&Version=" +
+            version;
+        return URL;
+    }
+}
+
+function logActivity(user) {
+    let result = null;
+    const freshworksProduct = "Freshdesk";
+    const telephonyPlatform = "RingcentralAppConnect";
+    const currentVersion = "1.0.0";
+    const url = getLogActivityUrl(freshworksProduct, telephonyPlatform, user.id, user.platformAdditionalInfo.fdDomain, currentVersion);
+
+
+    return axios.post(url, user, { headers: { "Content-Type": "application/json; charset=utf-8" }, cache: false })
+        .then(() => {
+            console.log("[RC App] LogActivity Ok.");
+        })
+        .catch(error => {
+            if (error.response && error.response.status === 409) {
+                console.warn("[RC App] Not whitelisted for usage!");
+                throw new Error("Unauthorized use of Freshdesk connector");
+            }
+
+            throw error; // Ensure other errors are also propagated
+        });
+
+}
+//#endregion
+exports.getBasicAuth = getBasicAuth;
+exports.getAuthType = getAuthType;
+exports.getUserInfo = getUserInfo;
+exports.createCallLog = createCallLog;
+exports.updateCallLog = updateCallLog;
+exports.getCallLog = getCallLog;
+exports.createMessageLog = createMessageLog;
+exports.updateMessageLog = updateMessageLog;
+exports.findContact = findContact;
+exports.createContact = createContact;
+exports.unAuthorize = unAuthorize;
\ No newline at end of file
diff --git a/src/adapters/freshdesk/manifest.json b/src/adapters/freshdesk/manifest.json
new file mode 100644
index 00000000..39cd6511
--- /dev/null
+++ b/src/adapters/freshdesk/manifest.json
@@ -0,0 +1,157 @@
+{
+    "serverUrl": "http://localhost:6066",
+    "redirectUri": "https://ringcentral.github.io/ringcentral-embeddable/redirect.html",
+    "author": {
+        "name": "Loyally",
+        "websiteUrl": "https://loyally.eu"
+    },
+    "platforms": {
+        "freshdesk": {
+            "logoUrl": "https://avatars.githubusercontent.com/u/6549285?s=200&v=4",
+            "documentationUrl": "https://ringcentral.github.io/rc-unified-crm-extension",
+            "releaseNotesUrl": "https://ringcentral.github.io/rc-unified-crm-extension/release-notes/",
+            "getSupportUrl": "https://community.ringcentral.com/topic/new?fid=22",
+            "writeReviewUrl": "https://chromewebstore.google.com/detail/ringcentral-crm-extension/kkhkjhafgdlihndcbnebljipgkandkhh/reviews",
+            "urlIdentifier": "*.freshdesk.com",
+            "name": "freshdesk",
+            "displayName": "freshdesk",
+            "enableExtensionNumberLoggingSetting": true,
+            "requestConfig": {
+                "timeout": 30
+            },
+            "auth": {
+                "type": "apiKey",
+                "apiKey": {
+                    "page": {
+                        "title": "Freshdesk",
+                        "content": [
+                            {
+                                "const": "apiKey",
+                                "title": "Freshdesk API key",
+                                "type": "string",
+                                "required": true
+                            },
+                            {
+                                "const": "fdDomain",
+                                "title": "Freshdesk domain, e.g. mycompany.freshdesk.com",
+                                "type": "string",
+                                "required": true
+                            }
+                        ]
+                    }
+                },
+                "oauth": {
+                    "authUrl": "",
+                    "clientId": "",
+                    "redirectUri": "https://ringcentral.github.io/ringcentral-embeddable/redirect.html",
+                    "customState": "",
+                    "scope": ""
+                }
+            },
+            "canOpenLogPage": true,
+            "contactPageUrl": "https://{hostname}/a/contacts/{contactId}",
+            "contactTypes": [
+                {
+                    "display": "Contact",
+                    "value": "contact"
+                }
+            ],
+            "embeddedOnCrmPage": {
+                "welcomePage": {
+                    "docLink": "https://ringcentral.github.io/rc-unified-crm-extension/freshdesk",
+                    "videoLink": "https://youtu.be/pQgdsAR1UCI"
+                }
+            },
+            "settings": [
+                {
+                    "id": "freshdeskCallLogDetails",
+                    "type": "section",
+                    "name": "Call log details",
+                    "group": "logging",
+                    "items": [
+                        {
+                            "id": "addCallLogNote",
+                            "type": "boolean",
+                            "name": "Agent-entered notes",
+                            "description": "Log the notes manually entered by yourself",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogSubject",
+                            "type": "boolean",
+                            "name": "Call subject",
+                            "description": "Log a short phrase to summarize call, e.g. 'Inbound call from...'",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogContactNumber",
+                            "type": "boolean",
+                            "name": "Contact's phone number",
+                            "description": "Log the contact information of the other participant",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogDateTime",
+                            "type": "boolean",
+                            "name": "Date and time",
+                            "description": "Log the call's explicit start and end date/times",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogDuration",
+                            "type": "boolean",
+                            "name": "Call duration",
+                            "description": "Log the call duration, noted in minutes and seconds",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogResult",
+                            "type": "boolean",
+                            "name": "Call result",
+                            "description": "Log the result of the call, e.g. Call connected",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogRecording",
+                            "type": "boolean",
+                            "name": "Link to the recording",
+                            "description": "Provide a link to the call's recording, if it exists",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogAiNote",
+                            "type": "boolean",
+                            "name": "Smart summary",
+                            "description": "Log the AI-generated summary of the call, if it exists",
+                            "defaultValue": false,
+                            "requiredPermission": "aiNote"
+                        },
+                        {
+                            "id": "addCallLogTranscript",
+                            "type": "boolean",
+                            "name": "Call transcript",
+                            "description": "Log the AI-generated transcript of the call, if it exists",
+                            "defaultValue": false,
+                            "requiredPermission": "aiNote"
+                        }
+                    ]
+                }
+            ],
+            "page": {
+                "callLog": {
+                    "additionalFields": []
+                },
+                "messageLog": {
+                    "additionalFields": []
+                }
+            },
+            "rcAdditionalSubmission": [
+                {
+                    "id": "departmentName",
+                    "path": "cachedData.extensionInfo.contact.department"
+                }
+            ]
+        }
+    },
+    "version": "1.2.0"
+}
\ No newline at end of file
diff --git a/src/adapters/manifest.json b/src/adapters/manifest.json
index a3d7e551..8167c734 100644
--- a/src/adapters/manifest.json
+++ b/src/adapters/manifest.json
@@ -1821,6 +1821,152 @@
                     ]
                 }
             }
+        },
+        "freshdesk": {
+            "logoUrl": "https://avatars.githubusercontent.com/u/6549285?s=200&v=4",
+            "documentationUrl": "https://ringcentral.github.io/rc-unified-crm-extension",
+            "releaseNotesUrl": "https://ringcentral.github.io/rc-unified-crm-extension/release-notes/",
+            "getSupportUrl": "https://community.ringcentral.com/topic/new?fid=22",
+            "writeReviewUrl": "https://chromewebstore.google.com/detail/ringcentral-crm-extension/kkhkjhafgdlihndcbnebljipgkandkhh/reviews",
+            "urlIdentifier": "*.freshdesk.com",
+            "name": "freshdesk",
+            "displayName": "freshdesk",
+            "enableExtensionNumberLoggingSetting": true,
+            "requestConfig": {
+                "timeout": 30
+            },
+            "auth": {
+                "type": "apiKey",
+                "apiKey": {
+                    "page": {
+                        "title": "Freshdesk",
+                        "content": [
+                            {
+                                "const": "apiKey",
+                                "title": "Freshdesk API key",
+                                "type": "string",
+                                "required": true
+                            },
+                            {
+                                "const": "fdDomain",
+                                "title": "Freshdesk domain, e.g. mycompany.freshdesk.com",
+                                "type": "string",
+                                "required": true
+                            }
+                        ]
+                    }
+                },
+                "oauth": {
+                    "authUrl": "",
+                    "clientId": "",
+                    "redirectUri": "https://ringcentral.github.io/ringcentral-embeddable/redirect.html",
+                    "customState": "",
+                    "scope": ""
+                }
+            },
+            "canOpenLogPage": true,
+            "contactPageUrl": "https://{hostname}/a/contacts/{contactId}",
+            "contactTypes": [
+                {
+                    "display": "Contact",
+                    "value": "contact"
+                }
+            ],
+            "embeddedOnCrmPage": {
+                "welcomePage": {
+                    "docLink": "https://ringcentral.github.io/rc-unified-crm-extension/freshdesk",
+                    "videoLink": "https://youtu.be/pQgdsAR1UCI"
+                }
+            },
+            "settings": [
+                {
+                    "id": "freshdeskCallLogDetails",
+                    "type": "section",
+                    "name": "Call log details",
+                    "group": "logging",
+                    "items": [
+                        {
+                            "id": "addCallLogNote",
+                            "type": "boolean",
+                            "name": "Agent-entered notes",
+                            "description": "Log the notes manually entered by yourself",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogSubject",
+                            "type": "boolean",
+                            "name": "Call subject",
+                            "description": "Log a short phrase to summarize call, e.g. 'Inbound call from...'",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogContactNumber",
+                            "type": "boolean",
+                            "name": "Contact's phone number",
+                            "description": "Log the contact information of the other participant",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogDateTime",
+                            "type": "boolean",
+                            "name": "Date and time",
+                            "description": "Log the call's explicit start and end date/times",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogDuration",
+                            "type": "boolean",
+                            "name": "Call duration",
+                            "description": "Log the call duration, noted in minutes and seconds",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogResult",
+                            "type": "boolean",
+                            "name": "Call result",
+                            "description": "Log the result of the call, e.g. Call connected",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogRecording",
+                            "type": "boolean",
+                            "name": "Link to the recording",
+                            "description": "Provide a link to the call's recording, if it exists",
+                            "defaultValue": true
+                        },
+                        {
+                            "id": "addCallLogAiNote",
+                            "type": "boolean",
+                            "name": "Smart summary",
+                            "description": "Log the AI-generated summary of the call, if it exists",
+                            "defaultValue": false,
+                            "requiredPermission": "aiNote"
+                        },
+                        {
+                            "id": "addCallLogTranscript",
+                            "type": "boolean",
+                            "name": "Call transcript",
+                            "description": "Log the AI-generated transcript of the call, if it exists",
+                            "defaultValue": false,
+                            "requiredPermission": "aiNote"
+                        }
+                    ]
+                }
+            ],
+            "page": {
+                "callLog": {
+                    "additionalFields": []
+                },
+                "messageLog": {
+                    "additionalFields": []
+                }
+            },
+            "rcAdditionalSubmission": [
+                {
+                    "id": "departmentName",
+                    "path": "cachedData.extensionInfo.contact.department"
+                }
+            ]
         }
     },
     "version": "1.4.2"
diff --git a/src/server-az.js b/src/server-az.js
new file mode 100644
index 00000000..74cf20a7
--- /dev/null
+++ b/src/server-az.js
@@ -0,0 +1,9 @@
+// main file for local server, specific for Azure deployment
+require('dotenv').config()
+
+const { server } = require('./index');
+const port = process.env.PORT || 8080; // Use Azure-provided PORT or default
+
+server().listen(port, () => {
+  console.log(`-> server running at port: ${port}`);
+});
\ No newline at end of file