This blogs contains my debugging detail to figure out what controls the availability of this button.
When Fiori launchpad is opened there is one http request below which asks for a series of configuration information from backend. Among them there is Contact Support enablement setting.
https://<host>:<port>/sap/bc/ui2/start_up?sap-language=EN&sap-client=001&shellType=FLP&depth=0
The visibility of this button is controlled in the backend. You can create your own BAdI implementation on enhancement spot /UI2/BADI_EMB_SUPP to use your own logic to determine the button display. More detail about this enhancement spot could be found in note 2111116 - Enable own support-message-system for Fiori Embedded Support. You can refer to below screenshot about how the BAdI implementation is called in the runtime.
Then you could observe the response in Chrome. The corresponding field is "isEmbReportingActive".
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