We recently completed a rollout of Banyan Security for our zero-trust access to internal applications. The technical implementation was straightforward, using their Terraform provider to define access policies and service tunnels.
However, our internal metrics show a 40% month-over-month increase in tier-1 help desk tickets related to application access since the go-live date. The predominant issues are:
* Users being repeatedly prompted for device trust verification, even on registered machines.
* Confusion over the "Banyan App" versus browser-based access flows.
* Access denials with opaque error messages that require admin console investigation.
Our initial hypothesis was a short-term learning curve, but the volume has remained elevated for six weeks. I'm analyzing whether this is a cost-neutral shift (moving burden from our infra team to the help desk) or a genuine increase in total operational overhead.
Has anyone else conducted a similar post-implementation analysis? I'm particularly interested in:
* The specific categories of user issues you tracked.
* Any policy or configuration adjustments that reduced ticket volume.
* Whether you quantified the support cost increase against the security benefits.
Our current policy snippet for a standard web app:
```hcl
resource "banyan_service_tunnel" "example" {
name = "internal-app"
description = "Access to legacy internal app"
access_tier = "us-west-2"
policy = banyan_policy_infrastructure.standard.id
backend_domain = "internal-app.corp.net"
backend_port = 443
}
```
Right-size or die