It's possible that the email you received from zendesk had nothing to do with your request for support.

A lot of companies do use zendesk for support, but so do scammers and a company like MalwareBytes that sells security software needs to be held to a higher standard than one selling cat food. Right on their website they say not to trust anything that identifies as something other than MalwareBytes
https://blog.malwarebytes.com/101/2017/04/do-i-have-malwarebytes-or-a-tech-support-scam/

"mwb.zendesk.com" is not "malwarebytes.com"

If MalwareBytes has started using zendesk, they're undermining their own advice.

I would try contacting them using support@malwarebytes.com
but it's possible that they won't reply to email conversations that aren't initiated through their web interface.

You could also try asking about the zendesk email address in their forum
https://forums.malwarebytes.com/
or specifically for the home version
https://forums.malwarebytes.com/forum/41-malwarebytes-3/

It doesn't look like you'll get personalized help at their forum, but maybe someone could tell you if MalwareBytes has started using zendesk or give you an idea what you may have downloaded.

Why don't you just download Malwarebytes from the official link I gave you? I think that would solve most of your problems.

Here is the link to the contact form to submit a ticket at Malwarebytes.

https://support.malwarebytes.com/community/consumer/pages/contact-us

Draclvr I could only download the free version or the paid for version and as I have already paid for it I was unsure where to go, I did think about the free version and when they asked me for payment explaining that I have already, but it seemed a bit complicated.

Just download Malwarebytes... do you have your activation codes? If you have already paid for it, just click on the activation option and it will automatically do it for you if you don't have them. I've done it numerous times. This video tells you how...

https://support.malwarebytes.com/docs/DOC-1142

I would still use that contact form I linked you to to ask them about that zendesk thing. It would disturb me if they were using something like this.

Hi Draclvr, I have received a reply from the old e mail - which was the one which gave me my ID and key - that I used to contact Malwarebytes in 2015 and guess what it came from zendesk so now I am very confused, I will happily send you a copy of this email but I didn't want to use this site for it. I will go to the contact site as you asked and we can see what happens.

Ok went to the site but as I wasn't a member I had to create an account still waiting for the e mail to do this will get back to you.

Well, it's certainly not impossible that Malwarebytes is using zendesk, but as Jenny said, if so, they are undermining their own advice.

If you have the ID and key, you should just be able to download Malwarebytes from the link I gave you and then put in the ID and key and be good to go. It still wouldn't hurt to make a contact for a ticket and ask them about zendesk.

Was the email from the exact same support@mwb.zendesk.com address as before?

I'm really not impressed with them if it is.

I don't blame you for being confused, monbron.
At this point I'm confused too.

I've been trying to search Google to find out if the zendesk email could be legit, and finding nothing definitive.

When I go to
https://www.malwarebytes.com/privacy/
they list zendesk as one of several "Analytics and marketing services" they use.
But it doesn't indicate they're using zendesk.com as a support email.

The old e mail address which I used was to 'Malwarebytes Support <support@malwarebytes.org>' and the reply I got back was from
'Malwarebytes Support <support@mwb.zendesk.com>' so I would say they are using zen unless they have a weird way of hacking into my computer, however I will ask on the forum.

thanks for all your support on this.

This was all confusing enough to begin with without the Zendesk clinker being thrown in to confuse all of us. I hope between the fresh download from the Malwarebytes website and you being able to enter you ID and code numbers, at least you should have Malwarebytes up and running.

I find it very upsetting that Malwarebytes is using something like this Zendesk without making it clear to their customers what it is.

Ok have posted on the Malwarebytes forum, so we will wait for replies.

Can't wait to hear what you find out... I find this whole thing somewhat disturbing. Did you finally get Malwarebytes downloaded and up and running with your ID and code??

Draclvr - Yes thanks it seems to be running fine. Have had a reply on the forum :

Ried
Staff
1,041 posts
Report post #2
Posted 2 hours ago
Hello Monbron,

It's good of you to check whenever you're unsure of something - yes, we use ZenDesk as the platform for our HelpDesk emailing system.
Quote

Lisa Riedthaler
Technical Support Engineer
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So it seems to be the case!!

Well, now we know. I am REALLY disappointed in Malwarebytes for not making customers aware of this. It goes against everything we know about being wary of these kinds of things.

I'm just glad things are back up and running for you, no thanks to them.