Taking a tweet from someone with 73 followers, throwing it front of thousands of people (maybe more) and saying that the tweet "reflects poorly on the intellectual ability of the person making the judgement" is a personal attack to me. You can argue that they're right, but does the punishment really fit the crime? It seems in poor judgement to publicly shame some dude who's comments would of otherwise gone unnoticed.
The someone with 73 followers made a racist comment. Calling a competitor "indian cowbows" does reflect poorly on the intellectual ability of the person making the judgment.
Don't throw all the blame on the Freshdesk people. Everyone is responsible for what they say - and it appears to me that you're eager to let the 'someone with 73 followers' off the hook.
