How far ahead of boarding were you at the SC asking for their help? If the gate has taken control of the flight, I believe your only option will be to speak with the agent at the gate. Note that the trigger is typically based on the originally scheduled departure time so if the flight is delayed it would have gone to the gate earlier as well.

If the SC is just not supporting your ask, did you try calling in? That should work assuming the flight is not under gate control.