Service Desk settings should always be displayed in the project settings
Currently the service desk controls show only up if the email service supports replies and wildcards (thanks to Collen from your support team for that finding).
This led to confusion during the attempt of enabling the service desk feature since we didn't know that the sd would be available if we would fix the incoming provider.
We propose you always show the controls greyed out and display a meaningful information why it's greyed out.
 Activate service deskwith opacity when the email is not set up.
- emaill settings links to the document.
- Also, when reply by email is not set up, service desk does not appear in the sidebar menu. It should always be there provided EEP is the license, so that the user will be directed to the config screens here.
Links / references
I wouldn't have needed to contact your support if we would have known that our instance knows about service desk and just disabled it for some reasons.
- For every administrator trying to enable service desk after migrating from EES to EEP.