About importing users @abey, you will need to follow the format below (as indicated in the sample CSV):
Email,Name,Phone,Notes,Organization ID (Optional)
sample01@email.com,First Last,,,
sample02@email.com,John Doe,12341234,no notes,Company A
The first row (or column headers) are required for the import process to work correctly. The last three fields are optional, really, but it’s up to you if you want them filled up already or do it later.
@Rick_C Thanks for your reply, however, we tried that and it wasn’t working.
Support team adviced that they escalated the issue to the developers.
Well, we are not done yet 
There is a strange behavior, if we set our SLAs based on certain timezone as example: EST and a user submitted a ticket to us and they are on different Timezone as example: GMT.
There will be incorrect behavior when it comes to SLA, Due Date … etc.
Is that normal ? should all users be on the same timezone as Admins ?
Hello @abey, you are correct we have already escalated your issue to our development team. We will notify you through email as soon as we receive an update.
Thank you for your patience.
Another question, we just figured out that Pause doesn’t actually pause the ticket’s SLA!
Is that correct?, if yes, how can we pause the ticket’s SLA; as an example if we have a request pending on the requester themselves.