diff --git a/backend/model.nlp b/backend/model.nlp
index 9ba9f3c..04ecf73 100644
--- a/backend/model.nlp
+++ b/backend/model.nlp
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consigo acessar o site"],["pt","a página não carrega no navegador"],["pt","erro ao fazer login no sistema"],["pt","o aplicativo não abre no celular"],["pt","app fecha sozinho"],["pt","problema na interface do sistema"],["pt","erro ao carregar a página inicial"],["pt","não consigo navegar no sistema"],["pt","falha ao acessar a aplicação web"],["pt","erro ao consumir a api"],["pt","o sistema web está fora do ar"],["pt","a tela fica em branco ao abrir"],["pt","não consigo entrar na conta"],["pt","problema ao clicar nos botões do site"],["pt","o app trava ao iniciar"],["pt","a inteligência artificial está retornando respostas erradas"],["pt","o modelo de ia não está funcionando corretamente"],["pt","resultado inesperado da previsão do modelo"],["pt","erro no processamento de linguagem natural"],["pt","o modelo não reconhece a intenção corretamente"],["pt","falha na classificação automática"],["pt","problema no treinamento do modelo"],["pt","a ia não está aprendendo corretamente"],["pt","resposta incoerente da inteligência artificial"],["pt","erro na inferência do modelo"],["pt","resultado inconsistente do algoritmo"],["pt","problema com o modelo de machine learning"],["pt","a previsão está incorreta"],["pt","erro na análise de texto pela ia"],["pt","modelo não responde como esperado"],["pt","o dashboard não está carregando"],["pt","erro ao gerar relatório"],["pt","os dados do painel estão incorretos"],["pt","problema na visualização dos gráficos"],["pt","relatório não atualiza com dados novos"],["pt","indicadores estão errados no dashboard"],["pt","falha ao carregar o painel de BI"],["pt","dados inconsistentes no relatório"],["pt","não consigo visualizar os gráficos"],["pt","erro na atualização dos dados"],["pt","painel apresenta valores incorretos"],["pt","problema na consulta de dados"],["pt","dashboard mostra informações desatualizadas"],["pt","erro ao acessar relatórios"],["pt","visualização de dados não funciona"],["pt","o robô não executou a tarefa"],["pt","falha na automação do processo"],["pt","bot parou de funcionar"],["pt","erro na execução do robô"],["pt","processo automatizado não iniciou"],["pt","automação falhou durante execução"],["pt","o bot travou no meio do processo"],["pt","erro no workflow automatizado"],["pt","tarefa automática não foi concluída"],["pt","problema na execução do script"],["pt","robô não completou a atividade"],["pt","falha ao rodar automação"],["pt","erro no job automatizado"],["pt","bot não responde"],["pt","automação não está funcionando"],["pt","o dispositivo não conecta na rede"],["pt","sensor não está enviando dados"],["pt","equipamento está offline"],["pt","falha na comunicação com o dispositivo"],["pt","dispositivo não responde aos comandos"],["pt","equipamento não aparece no sistema"],["pt","falha na integração com o dispositivo"],["pt","sensor parou de funcionar"],["pt","erro na rede de dispositivos"],["pt","dispositivo desconectando frequentemente"],["pt","dados de telemetria não chegam"],["pt","a impressora não conecta na rede"],["pt","impressora não responde aos comandos"],["pt","erro ao enviar impressão para o dispositivo"],["pt","a impressora está offline no sistema"],["pt","não consigo imprimir pela rede"],["pt","o leitor de código de barras não funciona"],["pt","scanner não está enviando dados"],["pt","câmera de segurança não conecta"],["pt","falha na comunicação com a câmera"],["pt","o dispositivo de controle de acesso não responde"],["pt","catraca eletrônica não está funcionando"],["pt","sensor de presença não detecta movimento"],["pt","sensor de temperatura não envia dados"],["pt","terminal de ponto não conecta ao sistema"],["pt","o relógio de ponto não está registrando"],["pt","equipamento de monitoramento está offline"],["pt","falha na conexão com o dispositivo físico"],["pt","o hardware não aparece no sistema"],["pt","dispositivo de rede desconectando sozinho"],["pt","problema com equipamento conectado"]]},"ner":{"settings":{"tag":"ner","entityPreffix":"%","entitySuffix":"%"},"rules":{}},"nlgManager":{"settings":{"tag":"nlg-manager"},"responses":{}},"actionManager":{"settings":{"tag":"action-manager"},"actions":{}},"slotManager":{}}
\ No newline at end of file
diff --git a/backend/src/main.ts b/backend/src/main.ts
index b935353..d60e10a 100644
--- a/backend/src/main.ts
+++ b/backend/src/main.ts
@@ -13,7 +13,6 @@ async function bootstrap() {
 
   app.enableCors();
   app.setGlobalPrefix('ProDeskApi');
-  app.useGlobalPipes(new ValidationPipe());
 
   const config = new DocumentBuilder()
     .setTitle('ProDesk')
diff --git a/backend/src/modules/auth/auth.service.ts b/backend/src/modules/auth/auth.service.ts
index 1a90609..6677036 100644
--- a/backend/src/modules/auth/auth.service.ts
+++ b/backend/src/modules/auth/auth.service.ts
@@ -26,7 +26,7 @@ export class AuthService {
   }
 
   async register(user: Readonly<CreateUserDTO>): Promise<UserDetails | any> {
-    const { name, email, password, role, companyId, categories } = user;
+    const { name, email, password, role, companyId, categories, level } = user;
 
     const existingUser = await this.userService.findByEmail(email);
 
@@ -41,6 +41,7 @@ export class AuthService {
       role,
       companyId,
       categories,
+      level
     );
 
     return this.userService._getUser(newUser);
diff --git a/backend/src/modules/ticket/application/useCases/create/create.usecase.ts b/backend/src/modules/ticket/application/useCases/create/create.usecase.ts
index 8135992..8cca044 100644
--- a/backend/src/modules/ticket/application/useCases/create/create.usecase.ts
+++ b/backend/src/modules/ticket/application/useCases/create/create.usecase.ts
@@ -10,6 +10,7 @@ export interface CreateTicketInput {
   title: string;
   description: string;
   clientId: string;
+  level?: number;
 }
 
 export interface CreateTicketOutput {
@@ -20,6 +21,7 @@ export interface CreateTicketOutput {
   clientId: string;
   fileUrls: string[];
   status: TicketStatus;
+  level: number;
   createdAt: Date;
 }
 
@@ -51,6 +53,7 @@ export class CreateTicketUseCase {
       clientId: primitives.clientId,
       fileUrls: primitives.fileUrls,
       status: primitives.status,
+      level: primitives.escalationLevel,
       createdAt: primitives.createdAt,
     };
   }
diff --git a/backend/src/modules/ticket/application/useCases/escalate/escalate.usecase.ts b/backend/src/modules/ticket/application/useCases/escalate/escalate.usecase.ts
index a8456bd..953c911 100644
--- a/backend/src/modules/ticket/application/useCases/escalate/escalate.usecase.ts
+++ b/backend/src/modules/ticket/application/useCases/escalate/escalate.usecase.ts
@@ -9,6 +9,7 @@ export interface EscalateTicketInput {
   id: string;
   groupId: string;
   category: string;
+  whatWasDone: string;
 }
 
 export interface EscalateTicketOutput {
@@ -36,7 +37,7 @@ export class EscalateTicketUseCase {
       throw new Error('Ticket not found');
     }
 
-    foundedTicket.escalate(input.groupId, input.category);
+    foundedTicket.escalate(input.groupId, input.category, input.whatWasDone);
 
     const escalatedTicket = await this.repository.save(foundedTicket);
 
diff --git a/backend/src/modules/ticket/domain/entities/ticket.entity.ts b/backend/src/modules/ticket/domain/entities/ticket.entity.ts
index 9369cf8..3003405 100644
--- a/backend/src/modules/ticket/domain/entities/ticket.entity.ts
+++ b/backend/src/modules/ticket/domain/entities/ticket.entity.ts
@@ -34,6 +34,7 @@ export enum TicketValidationErrors {
   ECALATE_WITH_NO_AGENT_ERROR = 'The ticket must be assigned to an agent before being escalated.',
   CLOSE_WITH_WRONG_STATUS_ERROR = 'A ticket can only be closed when in progress status.',
   CLOSE_WITH_NO_SOLUTION_ERROR = 'The solution cannot be empty.',
+  ESCALATION_LEVEL_MAX_ERROR = 'The ticket has reached the maximum escalation level.'
 }
 
 export type TicketHistoryEntry = {
@@ -100,6 +101,7 @@ export class Ticket {
     category: string;
     description: string;
     clientId: string;
+    level?: number;
   }): Ticket {
     const ticket = new Ticket(
       props.title,
@@ -110,6 +112,7 @@ export class Ticket {
 
     ticket._id = randomUUID();
     ticket.createdAt = new Date();
+    ticket.escalationLevel = props.level ?? 1;
 
     ticket.addHistory({
       event: TicketEvents.OPEN_NEW_TICKET,
@@ -180,6 +183,7 @@ export class Ticket {
       agentId: this._agentId,
       groupId: this._groupId,
       escalationLevel: this.escalationLevel,
+      history: this.history,
       createdAt: this.createdAt,
       updatedAt: this.updatedAt,
       closedAt: this.closedAt,
@@ -221,11 +225,15 @@ export class Ticket {
   }
 
   // Escalates the ticket to a new responsible group and optionally changes the category
-  escalate(groupId: string, category?: string): void {
+  escalate(groupId: string, category?: string, whatWasDone?: string): void {
     if (!this._agentId) {
       throw new Error(TicketValidationErrors.ECALATE_WITH_NO_AGENT_ERROR);
     }
 
+    if (this.escalationLevel >= 3) {
+      throw new Error(TicketValidationErrors.ESCALATION_LEVEL_MAX_ERROR);
+    }
+
     this.touch();
 
     this._groupId = groupId;
@@ -238,6 +246,7 @@ export class Ticket {
       responsibleAgent: this._agentId,
       status: TicketStatus.ESCALATED,
       message: TicketEventMessage.ESCALATE_MSG,
+      solution: whatWasDone ?? null
     });
   }
 
diff --git a/backend/src/modules/ticket/presentation/dtos/create.dto.ts b/backend/src/modules/ticket/presentation/dtos/create.dto.ts
index 24f4eca..4a2cd2a 100644
--- a/backend/src/modules/ticket/presentation/dtos/create.dto.ts
+++ b/backend/src/modules/ticket/presentation/dtos/create.dto.ts
@@ -1,4 +1,4 @@
-import { IsNotEmpty, IsString } from 'class-validator';
+import { IsNotEmpty, IsNumber, IsOptional, IsString, Max, Min } from 'class-validator';
 import { ApiProperty } from '@nestjs/swagger';
 
 export class CreateTicketRequest {
@@ -17,4 +17,11 @@ export class CreateTicketRequest {
   @IsString()
   @IsNotEmpty()
   clientId!: string;
+
+  @ApiProperty({ example: 1, description: 'Nível do chamado (1 a 3)' })
+  @IsOptional()
+  @IsNumber()
+  @Min(1)
+  @Max(3)
+  level?: number;
 }
diff --git a/backend/src/modules/ticket/presentation/dtos/escalateTicket.dto.ts b/backend/src/modules/ticket/presentation/dtos/escalateTicket.dto.ts
index 2f12479..64e21ee 100644
--- a/backend/src/modules/ticket/presentation/dtos/escalateTicket.dto.ts
+++ b/backend/src/modules/ticket/presentation/dtos/escalateTicket.dto.ts
@@ -8,11 +8,15 @@ export class EscalateTicketRequest {
   @IsNotEmpty()
   groupId!: string;
 
-  @ApiProperty({
-    example: 'web_app',
-    description: 'Categoria do ticket',
-  })
+  @ApiProperty({ example: 'web_app', description: 'Categoria do ticket' })
   @IsString()
   @IsNotEmpty()
   category!: string;
+
+  @ApiProperty({ 
+    example: 'Reiniciei o servidor e o problema persistiu.',
+    description: 'O que foi feito antes de escalonar' })
+  @IsString()
+  @IsNotEmpty()
+  whatWasDone!: string;
 }
diff --git a/backend/src/modules/ticket/presentation/mappers/ticket.mapper.ts b/backend/src/modules/ticket/presentation/mappers/ticket.mapper.ts
index 60dbf15..bdef10d 100644
--- a/backend/src/modules/ticket/presentation/mappers/ticket.mapper.ts
+++ b/backend/src/modules/ticket/presentation/mappers/ticket.mapper.ts
@@ -11,6 +11,7 @@ export class TicketMapper {
       title: req.title,
       description: req.description,
       clientId: req.clientId,
+      level: req.level
     };
   }
 
@@ -32,6 +33,7 @@ export class TicketMapper {
       id: id,
       groupId: req.groupId,
       category: req.category,
+      whatWasDone: req.whatWasDone
     };
   }
 }
diff --git a/backend/src/modules/user/dtos/createUserDTO.ts b/backend/src/modules/user/dtos/createUserDTO.ts
index aa9de94..2707bdc 100644
--- a/backend/src/modules/user/dtos/createUserDTO.ts
+++ b/backend/src/modules/user/dtos/createUserDTO.ts
@@ -6,6 +6,9 @@ import {
   IsStrongPassword,
   IsArray,
   IsMongoId,
+  IsNumber,
+  Min,
+  Max,
 } from 'class-validator';
 import { UserRole } from '../user.schema';
 import { ApiProperty, ApiPropertyOptional } from '@nestjs/swagger';
@@ -57,6 +60,16 @@ export class CreateUserDTO {
   @IsArray()
   @IsMongoId({ each: true })
   categories?: string[];
+
+  @ApiPropertyOptional({
+    example: 1,
+    description: 'Nível do atendente (1 a 3)'
+  })
+  @IsOptional()
+  @IsNumber()
+  @Min(1)
+  @Max(3)
+  level?: number;
 }
 
 export class CreateAdminDTO {
@@ -127,6 +140,16 @@ export class CreateSupportDTO {
   @IsArray()
   @IsMongoId({ each: true })
   categories?: string[];
+
+  @ApiPropertyOptional({
+    example: 1,
+    description: 'Nível do atendente (1 a 3)'
+  })
+  @IsOptional()
+  @IsNumber()
+  @Min(1)
+  @Max(3)
+  level?: number;
 }
 
 export class CreateClientDTO {
diff --git a/backend/src/modules/user/dtos/updateUserDTO.ts b/backend/src/modules/user/dtos/updateUserDTO.ts
index 7fc0c1f..a96eea5 100644
--- a/backend/src/modules/user/dtos/updateUserDTO.ts
+++ b/backend/src/modules/user/dtos/updateUserDTO.ts
@@ -1,4 +1,4 @@
-import { IsEmail, IsString, IsOptional } from 'class-validator';
+import { IsEmail, IsString, IsOptional, IsNumber, Min, Max } from 'class-validator';
 import { ApiPropertyOptional } from '@nestjs/swagger';
 
 export class UpdateUserDTO {
@@ -16,4 +16,11 @@ export class UpdateUserDTO {
   @IsOptional()
   @IsString()
   companyId?: string;
+
+  @ApiPropertyOptional({ example: 1, description: 'Nível do atendente (1 a 3)' })
+  @IsOptional()
+  @IsNumber()
+  @Min(1)
+  @Max(3)
+  level?: number;
 }
diff --git a/backend/src/modules/user/user.interface.ts b/backend/src/modules/user/user.interface.ts
index 4dbb1a2..b5fd0db 100644
--- a/backend/src/modules/user/user.interface.ts
+++ b/backend/src/modules/user/user.interface.ts
@@ -7,6 +7,7 @@ export interface UserDetails {
   name: string;
   email: string;
   role: UserRole;
+  level?: number;
   company?: CompanyDetails;
   categories?: CategoryDetails[];
   profileImage?: string;
diff --git a/backend/src/modules/user/user.schema.ts b/backend/src/modules/user/user.schema.ts
index 484a334..be50174 100644
--- a/backend/src/modules/user/user.schema.ts
+++ b/backend/src/modules/user/user.schema.ts
@@ -29,6 +29,12 @@ export class User {
   })
   role: UserRole;
 
+  @Prop({
+    required: false,
+    default: 1
+  })
+  level: number;
+
   @Prop({
     type: Types.ObjectId,
     ref: 'Company',
diff --git a/backend/src/modules/user/user.service.ts b/backend/src/modules/user/user.service.ts
index 6d5e3e7..7db32d3 100644
--- a/backend/src/modules/user/user.service.ts
+++ b/backend/src/modules/user/user.service.ts
@@ -108,6 +108,7 @@ export class UserService {
     role: UserRole,
     companyId?: string,
     categories?: string[],
+    level?: number
   ): Promise<UserDocument> {
     if (companyId) {
       const company = await this.companyService.findById(companyId);
@@ -130,6 +131,7 @@ export class UserService {
       role,
       companyId,
       categories,
+      level
     });
 
     const savedUser = await newUser.save();
@@ -199,6 +201,7 @@ export class UserService {
       name: user.name,
       email: user.email,
       role: user.role,
+      level: user.level,
       profileImage: user.profileImage,
 
       company: user.companyId