Part of their job is to write reasonable responses to customer inquiries. That's the output of their working time, for which they are paid.<p>Saying that should be private is like saying someone's code check-ins should be private.<p>And if we assume people are good rather than bad, it's a chance to show off, without ego, a particularly good response and/or responder. That gives them a morale boost from knowing their boss and co-workers saw them doing a good job in a natural environment, and it motivates co-workers to do a similarly admirable side.