The whole thing is completely overblown (intentionally so and calculated, of course, by Freshdesk) and was very unnecessary to begin with (on Zendesk's part).

As an Indian-started helpdesk software company ourselves, the 'Indian cowboy' comment raised our brows a bit. It was very unfortunate. But then I realised it was said by a relative nobody. That didn't stop it being used to inflame the situation, though.

Disclosure: I'm from Kayako.com, competitor, the original Original helpdesk and bemused bystander ;-)