Yes, through roles, an agent can update a support ticket and NOT send the requester a reply, by customizing the agent's role.
1. To enable this option, you must first set up a NEW role using an administrative account, enable this permission: Enable ability to not email requester on ticket reply, and then assign the role to the agent that would like this feature enabled.
2. Once the role is assigned to the agent(s), have that agent log out and back in and they will now see this option when Clicking into a ticket:
3. By default this option will be CHECKED ON, meaning the ticket responses from the agent will be emailed to the requester.
Un-checking this option, will disable email replies to go out to requesters, meaning no agent reply will go to their email.
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